Glossary • Agent Or Analysts
What it means:
Agents (we prefer the term Analysts) are the people on the frontlines of customer support, handling both incoming and outgoing customer enquiries via the relevant channels, i.e. phone calls, emails, website chat boxes, social media platforms, text messages and in-app messaging.
Analysts are the people who ensure customer queries are answered in a timely manner, appropriate action is taken to rectify any issues they may have, and they receive the very best experience. They are both critical team members within a business, and vital points of contact for customers.