Call Monitoring is the practice of listening to live or recorded calls for quality assurance, training, and compliance purposes. Supervisors and managers use call monitoring tools in CRM and call center systems to evaluate agent performance, ensure adherence to scripts, and maintain service quality. Features include real-time listening, call whispering (coaching agents without the customer hearing), and AI-driven analytics for sentiment detection. Businesses in customer support, sales, and financial services rely on call monitoring to improve response times, reduce escalations, and enhance overall service delivery.