Agent

Definition / Meaning: What is a call center agent? It's important to encourage and motivate your agents to do their best work.

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Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

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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

Contact Center Desktop Software | Screen Pops

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.

Call Center Agent Scripting Software | LiveVox CRM Solutions

Take the guesswork out of servicing customers and keep agents on message with trigger-based dynamic scripts that guide them through each conversation.

How to Run a Call Center: What Should Agent Desktops Have?

Unifying data allows users to know who is calling, where they came from, and how they can best assist—all immediately upon connection.

4 Call Center Soft Skill Training Methods

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.

Benefits of Using Screen Recording for Contact Centers

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.

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

How Will You Use AI
in Your Contact Center?

Learn how top leaders are ranking and prioritizing AI adoption and implementation in their contact centers.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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