Monitoring of and remote access to call center activity

A method of monitoring call activity at a call center, the method comprising:

• configuring a first call monitor to record a call center attendant's interaction with callers;
• receiving a call from a caller;
• connecting the attendant to the call;
• conferencing the first call monitor to the call;
• recording interaction between the attendant and the caller;
• associating an identifier with said recorded interaction, said identifier including one or more characteristics of the call;
• maintaining said recorded interaction for access by a reviewer via selection of said identifier;
• and
• replaying the recorded interaction.

A method of monitoring a call center attendant's interaction with a caller, comprising:

• connecting a call from the caller to the call center attendant;
• conferencing a call monitor to the call;
• monitoring the call for interaction between the caller and the attendant;
• establishing a communication link between the call monitor and a server;
• connecting a reviewer to the server;
• and
• transmitting interaction between the caller and the attendant to the reviewer over the communication link.

A method of reviewing call center assistance to a caller, comprising the steps of:

• establishing a connection between a first call monitor and a call center switch;
• connecting an operator to the call center switch;
• configuring the first call monitor to record interaction between the operator and one or more callers;
• receiving a call from the caller;
• recording a portion of the operator's interaction with the caller;
• connecting a second call monitor to a server;
• connecting a reviewer to the server;
• receiving a request from the reviewer, via the server, to replay the recorded interaction;
• and
• replaying the recorded interaction from the second call monitor.

An apparatus for monitoring call center assistance given to a caller, the apparatus comprising:

• a switch;
• a call center attendant;
• a first network;
• and
• a call monitor;
• wherein the call monitor is connected to the first network, the switch, the call center attendant and the caller for the purpose of monitoring, in response to the caller's connection to the switch, interaction between the caller and the call center attendant.