Barge-in is a call center feature that allows a supervisor or manager to join an ongoing call between a customer and a customer service representative. The supervisor can listen in on the call, speak to the representative, or even take over the call if necessary.
Barge-in can be a useful tool for call center managers who want to monitor the quality of customer service provided by their agents, provide coaching or feedback in real-time, or intervene in difficult or escalated customer interactions.
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