How to Improve the Performance of Contact Center Agents
How to Improve Contact Center Agents' Performance, Boost Productivity and Optimize Processes.
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»
DataMixer: How to create a report for a call center?
DataMixer - a new Oki-Toki tool that will simplify your reporting work. Read in the note what it's for and how to set it up!
“Occupancy”: agent workload in call centers
How to determine the occupancy rate of call center agents and set up the "Occupancy" indicator in the Oki-Toki service.
How to transform a “bad” call center agent into a “good” one?
How to Increase Motivation and Engagement of Agents, Useful Tips for Hiring, Efficient Training, and Support.
How to approach conflict clients
What are the clients of the call center and how to work effectively with them. Simple and useful tips for operators on building trust and maintaining peace of mind.
Customer Support Chat: Omnichannel Chat in Oki-Toki
Discover how the Oki-Toki omnichannel platform helps call centers expand communications and improve agent efficiency by bringing telephony, messengers, social networks, and email together in one window.
How to create an email template for contact center?
Email template for sales script - a tool for automated sending of emails from the conversation script, on event or via API.
Call Center Agent Performance Standards: Report of the Status History
How to check the working hours of agents, view the report of one user's status history at the workstation, settings and features in Oki-Toki.
Quality control in call centers: evaluating agent dialogues
Practical tips for improving the quality of the call center's work: training agents, implementing a quality control system, using conversation scripts, and assessing customer satisfaction.
Motivation of the agent after an angry call
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.