OKI-TOKI Blog

How to retain valuable employees and give them new opportunities within the contact center.

How can an outsourced call center distribute workload across projects, set priorities, use agent reserves, and reporting.

What to check during the project evaluation and setup stage so the contact center does not operate at a loss.

Where to look for clients and how to show them that working with you is reliable: we look at communities, case studies, technologies, and recommendations.

Where does an outsourced call center lose money? We break down unit economics with clear calculations and typical situations.

How to understand that you are losing a client? We analyze hidden signals and ways to retain the project.

How to choose a work schedule for agents, organize shifts efficiently, and plan workloads using a WFM approach.

Why do some outsourced call centers grow while others remain stagnant for years? We explore common mistakes, growth opportunities, and solutions powered by Oki-Toki.

What are the specifics of software for an outsourcing call center? We examine the features and capabilities of the Oki-Toki cloud service.

What is the rage index, how does this metric affect call center operations, why do customers get angry, and what should be done about it.