Agent

Agents can be call or contact center agents, customer service representatives or simply customer service teams. They typically interact with customers via a phone, chat, SMS or email and can perform inbound or outbound engagements.

They handle a large volume of enquiries each day and can be office-based, work remotely or from home. Agents are still a vitally important part of an organization’s engagement as they provide the human touch to complex or personal enquiries and are often a customer’s only option for getting in touch.

The performance of agents is what drives customer satisfaction which is a key measurement for contact centres and technology has a large role to play in helping agents do their jobs better and providing customers with a great experience.

Read more about home working agents