- 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.
Call center interaction dos and don'ts We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.
Erlang B(SearchCRM.com) Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)
Erlang C(SearchCRM.com) Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers... (Continued)
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