We are completing the development of Oki-Toki's new agent workplace, where calls and messenger chats are combined in one interface. While final refinements are underway, we’re sharing what we are preparing and what tasks it will solve.
How an MFI can automate outbound calls: dialing modes, IVR, priorities, retry attempts, and results tracking.
How to prepare a call center for growth: process setup, workload distribution, control, and workflow automation.
How AI is reshaping the work of contact centers: from customer service to quality control and load management
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.
