Agent work in a call center
Articles for agents and supervisors: agent’s work with calls and chats, conversation scripts, speech analytics, quality control and KPIs, troubleshooting agent settings, how to work remotely, and other useful information.
This category is related to the products:
“Dialer”, “Smart Reports”, “Cloud Call Center”, “Call Scoring”, “Conversation Scripts”
How to open your outsourcing contact center and not burn out. A step-by-step action plan is already in the Oki-Toki blog.
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How to support an agent after a difficult conversation with a client: tips and tricks on how to cope with emotions after an angry call.
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What to do if there is silence between the agent and the client, effective communication methods and useful tips for the call center.
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Why does a call center need user groups, how to add agents to them, how to set them up wisely, and where to apply them.
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How an agent can gain trust and establish contact with a client, useful tips and recommendations for call center employees.
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What is ACW and PCP, how to manage the operator’s break after a call, the duration between calls and PCP status settings in Oki-Toki.
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Five Reasons Why You Should Reboot Your Contact Centre. Enhancing your Call Centre with Oki-Toki.
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How to Set up a Hotline in Oki-Toki from Scratch: Configuration of Vital and Optional Components for Managing Incoming Calls.
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What are the potential responsibilities of a supervisor in any contact center. Recommended list by independent contact center consultant Dmitry Galkin.
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Remake Okie-Toki for yourself with the help of the White Label concept: your own design and web address, corporate mail and VPN service.
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