Screen Barging

Call Barging - what is screen barging?

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

Call and screen barging works in tandem with these other cloud based call center software capabilities:

  • Call and screen recording, where incoming calls are recorded and can be played back at a later date for analysis and coaching
  • Call listening, where managers and other agents can listen in on live calls without interrupting
  • Call whispering, which allows managers to guide agents during a call without interacting with the customer

More Screen Barging Resources for Call Centers

Call Recording Software for Call Centers | LiveVox

Refine workflows. Capture the full desktop, including dual monitors, so you can see whether agents are taking payments securely, and if they are engaging in on-screen distractions.

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

It’s crucial for call center managers to make sure everyone’s needs are being met, from the customer on the line to your agents in your call center or working remotely.

In a remote work environment, it’s even more critical for you to be able to monitor conversations and intervene on the line if needed.

Benefits of Using Screen Recording for Contact Centers (livevox.com)

Screen recording software gives you complete visibility into your agent-customer interactions, which is an invaluable asset in terms of data.

With a combined analysis of every phone call and the accompanying screen activity, you have the power to learn from both individual conversations and collective trends. These can be a transformative source of business insights.

Benefits of Using Screen Recording for Contact Centers (livevox.com)

Screen capture software takes a digital recording of what’s happening on a computer screen through a series of fast-moving screenshots, ideally as many as 60 frames per second. A call recording solution may also capture audio, which is useful for gathering context on what’s happening as the user navigates around the screen.

Why is CTI IVR Important For Your Enterprise Solutions? (livevox.com)

Screen pops enable agents to better manage leads and campaigns. Why? Because agents suddenly have access to relevant data from call histories, as well as the customer profile, along with other key information. They can use this information to focus their calls, personalize their conversations, and improve their conversion/resolution rates.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

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