Why do the best agents quit first
How to retain valuable employees and give them new opportunities within the contact center.
Work agent in a call center
Materials for operators and supervisors: working with calls and chats, sales scripts, speech analytics, quality control and KPI, workplace setup, remote work, and useful tips.
This category is related to the products:
«Dialer», «Smart reports», «Cloud call center», «Call scoring», «Conversation scripts»
Customer Anger Index: the metric that doesn’t appear in reports, but every call center lives by it
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.
How to assign a client to an agent?
How to distribute calls and assign a client to an agent or a group of managers. Recommendations for settings in Oki-Toki.
Call script: Permissions for special actions in the form
Complete guide to Oki-Toki CRM Form — setting up scripts, agent permissions, priorities, triggers, and automated actions.
Step-by-step guide to creating an effective sales department from scratch
How to build a sales department: step-by-step plan, tips and recommendations from Oki-Toki
What is cold calling? A clear definition
What cold calling means in 2025 and how Oki-Toki makes it work—smart scripts, CRM tools, and auto-dialers to boost sales efficiency.
Diagnosis of issues: Troubleshooting errors in the agent’s workplace
Is your agent workplace not working? Let's figure out what the problem is and how to solve it.
Active listening: how to teach an agent to listen to the client
How to develop active listening skills with 4 exercises, tips, and recommendations for working with call center clients.
Safety: call center projects
How to Separate Call Center Projects: An Article for Supervisors and Contact Center Managers, Features and Settings in Oki-Toki.
Adaptation and training of call center agents
What does the adaptation of agents and sales managers in the call center look like?