Customer Anger Index: the metric that doesn’t appear in reports, but every call center lives by it
What is the rage index, how does this metric affect call center operations, why do customers get angry, and what should be done about it.
Supervisor’s job
Managing the operator team, quality control, KPI indicators, WFM, staff training, reporting, and workflow optimization.
This section is related to the following products:
«WFM», «Call evaluation», «Call scripts»
SIP telephony: what are SIP responses and their meanings
What is a SIP response, how it is generated and where it is displayed in Oki-Toki: an overview of SIP codes for call analysis.
How to add a number to the blacklist in the Oki-Toki service?
What is a Blacklist of numbers and how to configure it in Oki-Toki for incoming, outgoing calls, and for dialer.
Oki-Toki Premium Services: How to Make Call Center Work Even More Convenient
Personal domain, customer number masking, two-way transcripts, reports, speech synthesis and recognition — features that will make your call center more efficient.
Complete guide to the responsibilities of the sales department manager
How can a department manager properly organize work and achieve high sales results?
Handling inbound calls: The advantages of a cloud-based call center
How to improve the quality of the inbound line and what a cloud call-center offers: savings, flexibility, control.
Cybersecurity in the call center: How to protect client data
How to ensure data security in a call center? Effective ways to protect personal data of clients and employees.
What the call report can show: Oki-Toki call log
How Call Reporting Can Benefit the Work of the Cloud Service Oki-Toki for In-House and Outsourced Contact Centers.
How to create a report on the work of a call center?
What call center reports are available in the Oki-Toki cloud system
Diagnosis of issues: Troubleshooting errors in the agent’s workplace
Is your agent workplace not working? Let's figure out what the problem is and how to solve it.