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Live coaching
Call monitoring — coach your team during live calls.
Listen in, whisper guidance, or join the conversation in real time. Train new hires, rescue difficult calls, and improve quality without waiting for a recording review.
Trusted by 1,000+ Canadian businesses · 5,000+ users
69% of consumers still prefer phone support for complex issues. The quality of your live conversations directly impacts customer retention.
Included in every plan — from $20// extension / month.
Better than reviewing recordings.
Call recordings tell you what went wrong. Live coaching lets you fix it before it goes wrong. New reps ramp faster. Difficult calls resolve better. Quality improves in real time.
Active calls · 12
Alex T. · MarieWhisper
Priya B. · Jason3:42
Marcus O. · Linda1:18
Google Review
"Been using EMAK for years now, never had a problem, and they are always so responsive."
SM
Dr. Sami Moubayed
Verified customer · Google Reviews
A recording tells you what went wrong. Live coaching lets you fix it before it does.
Frequently asked questions.
What is call whisper?
Call whisper lets a supervisor speak directly to an agent during a live call without the customer hearing. It is one of three supervisor monitoring modes — eavesdrop, whisper, and barge — available on EMAK's business phone system.
Can the customer hear the supervisor during whisper?
No. During a call whisper session, only the agent hears the supervisor. The customer hears nothing and has no indication that coaching is happening.
What is the difference between eavesdrop, whisper, and barge?
Eavesdrop is silent listening — no one knows you are on the line. Whisper lets you speak to the agent only. Barge connects you to both parties so everyone can hear you. All three modes are available on every active call in your VoIP system.
Does live call coaching cost extra?
No — eavesdrop, whisper, and barge are included with every EMAK business phone plan.