In this case, the end user is Jane, a customer service representative, who is interacting with a call center application.

在这里，终端用户是Jane，她是一位客户服务代表，正在与一个呼叫中心应用程序户交互。

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As I said: Anne is everything a company could want in a call center representative: passionate about customer care, skilled at dealing with snarky callers such as myself, and skilled at seeking solutions.

FORBES: How to Fail your Call Centers