Call shadowing is a very useful activity to engage in during ESP training. This allows ESP agents to monitor experienced agents (Mentors) while on live calls with members. This is not one of the mandatory items to complete during ESP training. However, some agents end up ‘stuck’ with nothing to do for reasons beyond their control (ie waiting for situations to be resolved such as the AHIP payment issue or apps not showing up in Citrix). This is where Call Shadowing comes in as is better for agents to listen to live calls than to have nothing to do.
Please follow the instructions below.
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