This manual is intended for:
Call Center Agents – People who handle telephone, email or chat interactions with customers with the intent of answering questions, resolving issues and completing tasks for or with the customer.
Senior Agents – Individuals who have the same responsibilities as Call Center Agents, but who also are responsible for addressing escalations, dealing with resolution management and monitoring and guiding other Agents.
Call Center Managers – Individuals who are responsible for the activities of all Agents.
