cyberagent


cyberagent

A remote call center agent stationed at home or at a satellite center, who connects to the "real" call center using a PC and softphone. The key characteristic of a cyberagent is that the person's statistics, performance and real-time status be completely transparent to the supervisors at the main center. The fact that they are stationed remotely should be completely irrelevant from the supervisory point of view, which includes the ability to monitor and record calls and screen activity. See call center.