An individual who handles customer interactions.

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

They handle a large volume of inquiries 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 inquiries 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 centers - and technology has a large role to play in helping agents do their jobs better while providing customers with a great experience.

Read more about home working agents