Glossary
Whisper coaching
Whisper coaching is a way to join a live call so that only the agent hears the supervisor – the customer doesn't. A manager can feed a new agent the right phrase or a policy detail without openly stepping into the conversation.
Why it mattersA new agent gets help in the moment, and the customer never notices.
Also called: Whisper mode, Whisper, Call whispering
When
When it helps
- A new agent doesn't know the answer to a customer's question
- The call is heading toward a "no" and the agent needs advice
- A complex sale where every word matters
Differences
How it differs from call monitoring
With call monitoring, the supervisor only listens and stays silent. With whisper coaching, the supervisor also talks – but only the agent hears them.
Key points
What to know
- The customer doesn't hear the coaching
- The call is recorded as usual
- The supervisor sees who is on a call right now and picks the one to join
In CONTACT.WORK
How it works in CONTACT.WORK
In CONTACT.WORK, the supervisor opens the agent's tile on the real-time monitoring screen and starts whispering right from there – the customer doesn't hear the supervisor.
More
Where to use it
Backlinks
Where it appears on the site 19
Platform 1
Solutions 9
Glossary