Universal Agents are customer service representatives who possess a broad range of skills and knowledge to handle various types of customer inquiries and issues across multiple channels and touchpoints. Unlike specialized agents who focus on specific tasks or channels, universal agents are versatile and adaptable, capable of providing support and assistance across different product lines, services, and communication channels. They are trained to handle diverse customer needs, resolve complex problems, and deliver consistent and personalized experiences, regardless of the channel or context of interaction. Universal agents play a critical role in enhancing customer satisfaction, driving efficiency, and improving overall service quality in contact centers and customer support operations.
