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Is It Time to Do Away With the Agent Title?

June 1, 2021

Via: No Jitter

Here are a few truths to consider about the role of a call center agent: It’s a thankless, often entry-level, and micro-managed position, characterized by high turnover and burnout. Rather than being seen as an extension of marketing or sales, call center agents are viewed as a cost center, which is odd considering agents are often the public face of an organization. Agents get no credit when things go right and are blamed when things go wrong.

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