Agent work in a call center

Articles for agents and supervisors: agent work with calls and chats, conversation scripts, speech analytics, quality control and KPI, troubleshooting agent settings, how to work remotely and other useful things.

This category is related to products:

“Auto Dialer”, “Smart Reports”, “Cloud Contact Center”, “Call Evaluation”, “Conversation Scripts”

Работа агента в колл-центре
Sales script structure: What is a sales script, templates
19.09.2023 Sales script structure: What is a sales script, templates

Sales script is the most popular type of script used by teleshops, CPA networks, microfinance, collection companies, etc.

More
How to create a dialogue script with a client?
05.09.2023 How to create a dialogue script with a client?

Detailed instructions on how to set up a dialogue script in the service for internal and outsourcing Oki-Toki contact centers.

More
How to set up the operator’s work — Oki-Toki
29.06.2023 How to set up the operator’s work — Oki-Toki

How to set up the work of an operator, create a profile for him in Oki-Toki, add him to a group and what to grant access to.

More
Selling words and expressions for a call center operator
30.05.2023 Selling words and expressions for a call center operator

Top 10 sales phrases for contact center agents that will increase the conversion of calls into sales. Take note!

More
Remote management of call center operators
26.05.2023 Remote management of call center operators

Remote management of agents with the Oki-Toki cloud service, agent motivation, capabilities, advantages, and 3 successful case studies.

More
Scenario-questionnaire or questionnaire for CATI research
18.05.2023 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.

More
Ready-made Scripts for Call Centers: Operator-Customer Conversation Scenario
15.05.2023 Ready-made Scripts for Call Centers: Operator-Customer Conversation Scenario

What is a conversation script for a contact center operator and how to use it in Oki-Toki.

More
Voice analytics for contact centers
10.05.2023 Voice analytics for contact centers

How to identify speech errors in the work of a call center operator using the Oki-Toki speech analytics tool, direct and inverse search.

More
Cold Selling: Strategies, Methods and Secrets of Success
28.04.2023 Cold Selling: Strategies, Methods and Secrets of Success

Discover everything about successful cold sales: strategies, methods, tools, as well as avoiding common mistakes and pitfalls.

More
Major updates 2022: service for contact centers
30.12.2022 Major updates 2022: service for contact centers

What updates has Oki-Toki rolled out this year? “Chats”, AI, robot-agent and other important tools in our service for contact centers.

More

Submit your request and receive a detailed consultation from a specialist.

    Data Processing Agreement