Agent work in a call center
Articles for operators and supervisors: agent work with calls and chats, conversation scripts, speech analytics, quality control and KPI, troubleshooting operator settings, how to work remotely and other useful things.
Section is related to products:
«Dialer», «Smart reports», «Cloud call center», «Сall evaluation», «Scenarios of conversations»
What updates has Oki-Toki released this year? Chats, AI, robot operator and other important tools in our service for contact centers.
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How to connect a SIP phone to a call center, what it is for, how to create an account, set up a user and test the connection.
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Setting up outgoing calls: how to set a schedule, disable outgoing communication, create an emergency and prevent the operator from being the first to end the call.
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What is the tariffication of operators, how to calculate the customer’s tariffs in the Oki-Toki service, the formula for rounding the operator’s working hours.
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What is the Black List of Numbers and how to set it up in Oki-Toki for incoming, outgoing calls and for dialer.
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How to share call center projects, an article for supervisors and contact center managers, features and settings in Oki-Toki.
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How to check the working hours of operators, view the status history report of one user in the workplace, settings and opportunities in Oki-Toki.
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Sales script email template – a tool for automated sending of emails from a conversation script, by event or using the API.
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Questionnaire for the survey (CATI) – a linear script for interviews. It is more often used in opinion polls, assessments of the quality of services or loyalty programs.
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The inbox script is designed for a “warm”, competent client who requires information on various, narrow issues.
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