Barge-In
Barge-in is a feature in telecommunication systems that allows a supervisor or a manager to join an ongoing call between an agent and a customer without the need to hang up and call back. This is typically used in call centers and other customer service environments as a way for a manager to monitor or assist an agent during a call. Barge-in can also be used to intervene in a call if a customer is becoming agitated or if the agent is having difficulty handling the call. This feature is helpful for supervisors to train and coach agents, to ensure that calls are handled professionally and efficiently and to improve the overall customer service experience.
Further Reading
CX-2025 As Part Of Your Disaster Recovery Plan
T-Metrics CX-2025 provides multiple layers of redundancy within its cloud infrastructure to ensure your contact center remains functioning through any event.
T-Metrics Delivers a Differentiated Value Approach to the Contact Center
Find out how T-Metrics delivers the lowest TCO in the industry.
Ten Ways to Improve Your Customer’s Contact Center Experience
Improve the experience of your customers by improving your Contact Center.
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