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Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services. They may work in an office with a call center or in retail.
The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
The Knowledge, Skills, and Abilities (KSA) framework, is a series of narrative statements that, along with résumés, determines who the best applicants are when several candidates qualify for a job. The knowledge, skills, and abilities (KSAs) necessary for the successful performance of a position are contained on each job vacancy announcement ...
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A résumé or resume (or alternatively resumé), [a] [1] is a document created and used by a person to present their background, skills, and accomplishments. Résumés can be used for a variety of reasons, but most often are used to secure new jobs, whether in the same organization or another.
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It is an enhancement to the automatic call distributor (ACD) systems found in most call centres. The need for skills-based routing has arisen as call centres have become larger and dealt with a wider variety of call types. In the past, agents answering calls were generally able to be assigned to only one queue taking one type of call.
The concept of T-shaped skills, or T-shaped persons is a metaphor used in job recruitment to describe the abilities of persons in the workforce.The vertical bar on the letter T represents the depth of related skills and expertise in a single field, whereas the horizontal bar is the ability to collaborate across disciplines with experts in other areas and to apply knowledge in areas of ...
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