What is an agent?

A customer service agent is an employee or virtual assistant who is responsible for handling customer questions, problems, and requests. This can be done through various channels such as telephone, email, chat, or social media. Agents are often the first point of contact and play a crucial role in the customer experience.

The importance of an agent lies in personal service and problem solving. A well-trained agent ensures fast, clear, and friendly communication, making customers feel heard and helped. In modern environments, agents often work with technology such as AI and CRM systems to work more efficiently.