A contact center agent provides customer support and quality of service to a business’s client base. They help resolve customer issues and escalate high-priority cases to the appropriate departments within an organization so customer satisfaction levels are met.
Contact center agents are responsible for interacting with and assisting customers and ensuring that proper issue documentation and communication take place internally and externally when support cases are routed to other departments within an organization.
They use omnichannel tools to help communicate with customers and rely on workforce engagement solutions to manage internal needs.
More Agent Resources for Call Centers
Modify desktops based on roles and select the data fields and layouts needed to address customer needs. Pull in 3rd-party data for a seamless experience.
Take the guesswork out of servicing customers and keep agents on message with trigger-based dynamic scripts that guide them through each conversation.
Unifying data allows users to know who is calling, where they came from, and how they can best assist—all immediately upon connection.
Giving your agents a path forward is key to retaining them. Leverage the tools already at your disposal to make sure your agents are engaged and feel supported.
In a contact center environment, it’s essential for agents to deliver legal disclosures clearly, accurately, and at the appropriate time in every conversation. Doing so keeps customers informed and reduces the company’s legal liability.