Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between call center agents and callers. These practice is used for staff training and development, customer quality control and liability protection.
By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers.
Contact center applications that use call recording include:
- Order verification
- Security and safety .
- Customer service
Contact centers that implement call recording, logging and monitoring often see an increase in productivity, improved AHT (average handle time) and better customer relations.