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”
Some projects grant agents unique, non-linear actions with the questionnaire. Here is a description of our special permissions block on the conversation scripts.
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Multiple communication channels in a single agent’s window – we recommend our own solution – “Omnichannel chat” in Oki-Toki.
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How to organize independent work of agents who recently joined the company. Agent adaptation.
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How to Best Conduct Interviews with New Contact Center Agents: Tips, Nuances, and Agent Onboarding.
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DataMixer – the new Oki-Toki tool set to streamline your reports. Delve into our notes to understand its necessity and setup procedure!
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Evaluation of the operator's work will help organize the control process, analyze the speech of employees and standardize the quality of interactions. More in note!
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The Workstation of an Agent: An Overview of Main Functions for Internal and Outsourcing Contact Centers Oki-Toki.
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How to monitor an agent’s outbound calls in a call center and calculate how many calls they should make?
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What to do if the browser does not detect an ‘Agent’s Microphone’ in a call center computer? Find solutions in this article!
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How to set up the management of operators at home, how to maintain the discipline of remote operators in order to avoid absenteeism-lateness.
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