Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service
TechSee
DECEMBER 28, 2020
For the first time, technicians normally found in the field were stationed in a back office or worked from home, guiding customers remotely as a traditional agent. Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.
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