A Contact Centre Agent is a Company representative who caters to the requirements of the customer who gets in touch with the organisation. The individual is also commonly known or termed as a Customer Service Agent. A Contact Centre Agent is judged based on his qualifications and multitasking capabilities. Based on his rankings he caters to calls that require a resolution of that standard. A contact Centre may operate via traditional PBX systems deployed at the premise or may work via an advanced Contact Centre Solution deployed either on the cloud or on the premise.
A customer service agent are more that equipped to handle calls from any location PROVIDED, a Remote Contact Centre Solution is deployed by the organisation. Through this the agent is able to handle communications not only from his home but also has the ability to handle communications via multiple channels such as SMS, Email, Social Media Etc.