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”
What updates has Oki-Toki launched this year? “Chats”, AI, robot-agent and other important tools in our service for contact centers.
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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: A Comprehensive Guide to Scheduling, Connectivity Management, and Agent Control.
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What is agent tariffication, how to calculate customer tariffs in the Oki-Toki service, the formula for rounding the agent’s working time.
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What is a Blacklist of Numbers and How to Set it up in Oki-Toki for Incoming, Outgoing Calls and for Auto Dialing?
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How to Divide Call Center Projects: An Article for Supervisors and Contact Center Managers
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How to check the working hours of agents, view the history status report of a single user in the workspace, and settings and capabilities in Oki-Toki.
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An email template for sales scripts – a tool for automated sending of emails from a conversation script, by event, or by the assistance of an API.
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The script for incoming calls is designed for a “warm”, competent client who requires information on a variety of specific issues.
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How to secure a client in Oki-Toki with a group of managers using a questionnaire or API. Useful for task distribution across skill groups.
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