Agent, Call & Contact Center

Definition / Meaning: What is a call center agent?

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.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

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