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»

Работа агента в колл-центре
Major updates 2022: service for contact centers
30.12.2022 Major updates 2022: service for contact centers

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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Instructions: How to connect a SIP phone to a call center
28.12.2022 Instructions: How to connect a SIP phone to a call center

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: control of operators
15.12.2022 Setting up outgoing calls: control of operators

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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Tariffication of operators in the contact center
24.10.2022 Tariffication of operators in the contact center

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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Blacklist of numbers in the call center
22.09.2022 Blacklist of numbers in the call center

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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Security: call center projects
02.09.2022 Security: call center projects

How to share call center projects, an article for supervisors and contact center managers, features and settings in Oki-Toki.

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Agents Working Time: Status History Report
25.08.2022 Agents Working Time: Status History Report

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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How to make an email template for a sales script in a contact center
02.08.2022 How to make an email template for a sales script in a contact center

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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Scenario-questionnaire or questionnaire for CATI research
30.07.2022 Scenario-questionnaire or questionnaire for CATI research

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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Script for incoming calls (hotline)
26.07.2022 Script for incoming calls (hotline)

The inbox script is designed for a “warm”, competent client who requires information on various, narrow issues.

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