How can agents utilize call recordings in Service Cloud Voice?

Agents can utilize call recordings in Service Cloud Voice primarily for training and quality assurance purposes. This practice is crucial as it allows agents and supervisors to review past customer interactions to identify areas for improvement in service delivery. By analyzing these recordings, teams can assess how effectively agents communicate, their adherence to company policies, and their ability to resolve customer issues.

Additionally, the insights gained from call recordings can be incorporated into training programs, helping new agents learn best practices and experienced agents refine their skills. This focus on continuous improvement ultimately enhances the overall customer experience and service quality provided by the organization.

The other choices do not align with the primary uses of call recordings in this context. Live streaming calls to clients is not a standard or practical application of call recordings, billing and invoice generation typically involves transaction data rather than call data, and social media marketing campaigns do not generally utilize call recordings directly.