Essential Guide

A guide to call center metrics

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call center agent

A call center agent is the person who handles incoming or outgoing customer calls for a business.

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A guide to call center metrics

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A call center agent is the person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues. Other names for a call center agent include customer service representative (CSR), telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member.

This was first published in July 2007

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Essential Guide

A guide to call center metrics

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