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SAThe contact center industry is constantly evolving. New technologies like generative AI are emerging, customer needs are shifting, and automation is changing the landscape of the profession. This constant change can be daunting, especially if you're considering a major career shift. But fear not! Change, while sometimes scary, can also be an incredible opportunity for growth and advancement.
Remote Agent
A Remote Agent is a professional who provides customer support, sales, or technical assistance while working from a location outside a traditional office. Using digital tools such as cloud-based software, communication platforms, and secure systems, remote agents interact with customers efficiently from home or any remote setting.
Automatic Call Distributor
Modern support operations rely on Automatic Call Distributor (ACD) systems to enhance service quality, balance agent workloads, and minimize customer wait times.
First Call Resolution
First Call Resolution (FCR) is the practice of completely resolving a customer's problem on the very first contact, eliminating the need for any subsequent interactions.
Escalation Call
Escalation calls are a crucial part of maintaining service quality, ensuring customers receive timely and accurate solutions when situations become complex.
Digital Customer Experience
Digital customer experience mainly refers to customers' interaction with businesses or organisations using any digital medium.
