Final answer:
CSM applications usually assign the 'Supervisor' role to Agent Managers and the 'Agent' role to support staff, while 'Administrator' and 'Developer' roles have different responsibilities.
Step-by-step explanation:
The roles used by Agents and Agent Managers when using the CSM applications are typically Supervisor for Agent Managers and Agent for the frontline support staff. The Administrator role is usually reserved for those who need access to the system settings to configure the application, whereas the Developer role would involve customization and development within the application. Customers, on the other hand, are end-users who interact with the Agents through the CSM platform.
The role used by Agents and Agent Managers using the CSM applications is Supervisor. Supervisors have the authority to oversee and manage the work of agents, ensuring that customer service standards are met. They monitor agent performance, provide support and guidance, and make decisions to improve customer satisfaction.nitor agent performance, provide support and guidance, and make decisions to improve customer satisfaction.