A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval.
The end-to-end process of sourcing, designing, handling, and distributing content is referred to as content management. It refers to a set of procedures and technologies that facilitate the collection, management, and transmission of knowledge in any format or medium. This information is more precisely referred to as digital content or simply content when it is stored and accessed via computers.
Workflow management is how we plan, organize, and execute the steps it takes to achieve a goal. Workflow management is all about the sequence in which things happen. Progress is linear; once one step is completed, the next one can begin, and so on. Recurring processes and routine objectives are best served by workflow management because it’s repetitive.