Glossary of Terms

Agent

Definition of
Agent

An Agent is also known as Customer Service Representative (CSR), is a support professional that works as the first line of support helpdesk. They handle customer inquiries and they are tasked to solve problems, provide answers to technical questions, and forward customer inquiries to other agents specializing in technical aspects of the product or service that is being supported. They communicate using different channels like email, chat, social media platforms, and calls.

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