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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

Community Crisis Services
Hyattsville, Maryland, USA
“I was skeptical about switching to another data program that wasn’t going to do what we really needed to do - iCarol isn’t like that. Its customizable and awesome to work with. All our volunteers and staff love it and scheduling and supervision have never been easier.”- Tom B, Deputy Director

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