Outsourcing
Articles and notes for outsourcing contact centers: calculation of the number of operators, unit economics, access management, projects in Oki-Toki, service cost calculation, reports for clients.
The category is related to products:
«Dialer», «Voice mailings», «Voice robot», «Smart reports», «Cloud call center», «Conversation assessment», «Conversation scripts»
Popular
19.11.2024
Adaptation and training of call center agents
What does the adaptation of agents and sales managers in the call center look like?
14.10.2024
Web Call from the Website – WebCall
Set up WebCall and GetCall for instant communication with customers and to increase website conversion. Save on your budget and improve service.
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
20.06.2024
Customer Data Protection: Exclusive Fields in Projects
Why is it necessary to segment client information in a form? Oki-Toki will enlighten you. The result is – the agent makes fewer mistakes and works faster.
17.06.2024
How to transform a “bad” call center agent into a “good” one?
How to Increase Motivation and Engagement of Agents, Useful Tips for Hiring, Efficient Training, and Support.
13.06.2024
How to approach conflict clients
What are the clients of the call center and how to work effectively with them. Simple and useful tips for operators on building trust and maintaining peace of mind.
27.05.2024
Customer support chat: Omnichannel chat in Oki-Toki
Discover how the omni-channel platform Oki-Toki helps call centers expand communications and improve agent productivity by integrating telephony, messengers, social networks, and email in one window.