Call center reporting

This is all about KPIs and reporting in the call center–call tracking, speech analytics, dialer stats, time tracking in the call center, outsourcing call center reporting, data export for integration.

This section is associated with the following products:

“Smart Reports”, “Cloud Call Center” , “Conversation Assessment”

Отчетность колл-центра
Calculation of the number of call center operators
16.10.2023 Calculation of the number of call center operators

Only 8 steps to accurately calculate how many agents you need in your contact center. Bonus: A typical error in calculating the number of agents.

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Top 10 Call Routing Strategies
18.09.2023 Top 10 Call Routing Strategies

Discover which call routing strategy best fits your company! A service for in-house and outsourcing contact centers, Oki-Toki.

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What is FCR: First Call Resolution Measurement Methodology
07.07.2023 What is FCR: First Call Resolution Measurement Methodology

What is First Call Resolution and how important is it for a call center, why is it needed and how to calculate it.

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Predictive dialing: How does it work and how to enable predictive dialing?
04.07.2023 Predictive dialing: How does it work and how to enable predictive dialing?

How predictive calling works and how it can be useful for your business. Where predictive calling is used, how effective it is

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Oki-Toki: 5 questions about SLA
27.06.2023 Oki-Toki: 5 questions about SLA

What is SLA, answers to the five most common questions about Oki-Toki's SLA service for internal and outsourcing contact centers.

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Call Center Performance Indicators: How to Calculate Productivity
15.06.2023 Call Center Performance Indicators: How to Calculate Productivity

How to calculate the productivity and improve the efficiency of the contact center, measuring the performance of agents.

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What amendments to take into account when calculating the need for operators
14.06.2023 What amendments to take into account when calculating the need for operators

How to calculate the number of required number of contact center operators. How many to have not on the line, but in the state?

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Multilingual Transcript: Speech Analytics and Conversation Evaluation in a Call Center
13.06.2023 Multilingual Transcript: Speech Analytics and Conversation Evaluation in a Call Center

How to use the transcript to improve the quality of the conversation of operators and evaluate their dialogues, speech analytics to find problem calls.

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What should the supervisor do? Tasks and training for a supervisor
07.06.2023 What should the supervisor do? Tasks and training for a supervisor

How to train a new contact center supervisor? This list of requirements is rigid and universal.

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Sales-Driven Words and Phrases for Call Center Agents
30.05.2023 Sales-Driven Words and Phrases for Call Center Agents

Top 10 selling phrases for contact center agents that will boost call conversion to sales. Take note!

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