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Silent Monitoring

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Supervision and quality assurance is an important part of what you do. In most helpline settings, senior volunteers or supervisors may silently monitor calls for the purposes of coaching or giving feedback. The same is possible with Live Chat and Texting in iCarol.

Your system administrators and others with the right permissions can see all active chat or text conversations, and they can even join the session as a silent observer — without being detected by the counselor or visitor — for easy supervision, training, and counselor support without disrupting the conversation

Want to know more about iCarol Messaging? Watch our webinar or Contact us!

Testimonials

Family and Child Services - ContactLifeline
Albany, New York, USA
"iCarol helps centers organize everything from schedules to communications to call report to stats, in a very user friendly format that anyone can easily learn to use.  They have great, responsive customer service." - Jill O, Director

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