Sarah Greer is a manager at Nokia. Recently she has been informed that some of the telephone operators have been very rude to customers seeking assistance. In order to confirm whether or not this is true, Greer approves of a plan to randomly record the conversations of her operators. This is known as customer monitoring.

Question

Quizplus · Accepted Answer

Customer monitoring typically refers to the practice of observing and analyzing customer behavior and interactions, often for the purpose of improving service or understanding customer needs. The scenario described involves recording employee-customer interactions, which is more accurately termed call monitoring or quality assurance in a customer service context.

Sarah Greer Is a Manager at Nokia