Outsourcing
“Articles and notes for outsourcing contact centers on how to calculate the required number of agents, unit economics in a call center, managing access to data in a call center, project management in oki-toki, calculating the cost of calls and work in a project, how to make reports for clients.
The category is related to products:
“Dialer”, “Voice Mailings”, “Voice Robot”, “Smart Reports”, “Cloud Call Center”, “Conversation Assessment”, “Conversation Scripts”
Популярное
17.04.2025
Analytics in the call center: Metrics and Tools by Oki-Toki
What Oki-Toki functionality is suitable for analyzing call center performance, main types of analytics, useful tips and recommendations.
20.02.2025
Dialer Report: How to Collect Statistics on Dialer Calls?
Where to get a detailed report on dialing? Information about clients, task statuses, and dialed attempts.
18.02.2025
Effective Analytics for the Contact Center: How to Create the Perfect “Report”?
How to Create an Effective Contact Center Work Summary. How to Keep Management Informed with “Reports”.
21.01.2025
Active Listening: How to Teach an Agent to Listen to the Client
How to Develop Active Listening Skills with 4 Exercises, Tips, and Recommendations for Working with Call Center Clients.
15.12.2024
How to Separate Call Center Projects: An Article for Supervisors and Contact Center Managers, Features and Settings in Oki-Toki.
14.10.2024
Web Call from the Website – WebCall
What is a Web Call from a Website, How to Call a Call Center from a Browser, Setting up WebCall in Oki-Toki, Advantages and Benefits for Business.
11.09.2024
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!
09.09.2024
First Call Resolution: FCR Report in Oki-Toki
What is the FCR indicator for call center operation, how to calculate it by formula, automatic report in oki-toki, and selection of fields for filling.
16.08.2024
“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.
22.07.2024
Call center agent conversation recordings
How to store and analyze operator call recordings in Oki-Toki