Definition: An agent in a call center is an individual who handles incoming or outgoing customer calls.
What is the Role of an Agent in a Call Center?
Agents are the frontline of customer service. They handle inquiries, resolve issues, and ensure customer satisfaction.
How to Measure Agent Performance?
Agent performance can be measured using metrics like first call resolution (FCR), customer satisfaction (CSAT) scores, and average handling time (AHT).
How to Improve Agent Performance?
Training, motivation, and the right tools can enhance agent performance. AI-powered solutions like OpenQuestion can provide agents with the necessary information to handle calls efficiently.
Boosting Agent Performance with OpenQuestion
OpenQuestion can help agents by providing a clear summary of relevant information, reducing handling time, and improving customer satisfaction.
Read how modern IVR can improve the employee experience and the customer experience.