Call Barge

What is a call barge?

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What is a Call Barge?

Call barge, in the context of contact centers and telecommunications, refers to a feature or functionality that allows a supervisor or manager to join a live call between a customer and a customer service representative (CSR) without the need for the CSR’s consent. This means that the supervisor can listen to the call, provide guidance, offer real-time feedback to the CSR, or even take control of the call if necessary.

Call barge functionality is particularly useful for quality assurance and training purposes in contact centers. Supervisors can use it to monitor the interactions between CSRs and customers to ensure that service standards are being met, compliance requirements are being followed, and that the customer experience is satisfactory.

More Call Barge Resources for Call & Contact Centers

Call Barging: What Is It and Why Should You Use It? | LiveVox

When managers are able to monitor and step in on calls, they’re able to better identify and address problems that agents are having. When problems do happen, they can “barge in” on a call and get the conversation with the customer back on course.

Screen Barging Definition & Free Call Center Resources (

Screen barging is an agent and quality monitoring capability that allows contact center managers to drop in on live interactions between agents and customers.

The Qualities of a Great Call Center Manager | Livevox

Feedback, as an opportunity for agents to learn from things they did well, and things they did not-so-well, is the backbone of improving customer experience. But that feedback is meaningless without an actionable follow-up. 

Great call center managers use feedback as training opportunities and encourage continuous growth among agents. They never give feedback without an actionable path for correction. 

Principles of Contact Center Quality Management | LiveVox

Additionally, quality management software can provide contact centers with the ability to quickly identify and address quality issues, ensure compliance with quality standards, track employee performance, and more. It can also be used to track customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) scores, and contact resolution times to help identify areas of improvement in customer service quality. By leveraging quality management solutions, you are better equipped to improve customer service quality and overall satisfaction.

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Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit or call one of our specialists at (844) 207-6663.

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