The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
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6th May 2022
In a large call centre or in a BPO it is common to have a real-time floor monitoring role
The purpose of this is to monitor what is happening on the contact centre floor and adjust staffing levels and call queues accordingly.
For example, if the day seems to be getting busier, then overtime can be offered, of there it may be possible to bring in more employees.
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
