Reporting in the call center
All about KPIs and reporting in the call center, call tracking, speech analytics, dialer statistics, working time tracking in the call center, outsourcing call center reporting, data export for integration.
This category is related to products:
“Smart Reports”, “Cloud Call Center”, “Conversation Rating”
Popular
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.
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?
13.06.2023
Multilingual Transcript: Speech Analytics and Conversation Evaluation in a Call Center
How to Enhance the Quality of Agents’ Conversations Using Transcripts and Evaluate Their Dialogues: Speech Analytics for Identifying Problematic Calls.
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.
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!
15.05.2023
What is a call center agent’s conversation script and how to use it in Oki-Toki.
10.05.2023
Speech Analytics for Contact Centers
How to Identify Speech Errors in a Call Center Agent’s Work with the Help of the Oki-Toki Speech Analytics Tool, Direct and Inverse Search.
30.12.2022
Main Updates 2022: Service for Contact Centers
What updates has Oki-Toki launched this year? “Chats”, AI, robot-agent and other important tools in our service for contact centers.
24.10.2022
Agent Tariffication in the Contact Center
What is agent tariffication, how to calculate customer tariffs in the Oki-Toki service, the formula for rounding the agent’s working time.
22.09.2022
How to Add a Number to the Blacklist in the Oki-Toki Service?
What is a Blacklist of Numbers and How to Set it up in Oki-Toki for Incoming, Outgoing Calls and for Auto Dialing?