Review on CallTools by Sam Davenport

The ability to record conversations between agents or clients is what makes CT so great! I have used it at my previous job when we needed to track down customers who were not calling into our center but still wanted service. It has been very helpful because if they are not able to reach someone they can go back later and get all of their information over again. This feature allows us to help them without having an agent spend time going over the same thing again. There isn't much that I do dislike about using Call Tools, though sometimes there may be lag times with recording certain segments. Sometimes recordings don't start right away after clicking begin. If this happens just wait until everything comes up before starting the next segment. Also, make sure you set up how long each conversation will last since some people hang up way sooner than expected.