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.
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»
Adaptation and training of call center agents
What does the adaptation of agents and sales managers in the call center look like?
How to Improve the Performance of Contact Center Agents
How to Improve Contact Center Agents' Performance, Boost Productivity and Optimize Processes.
10 Mistakes in contact center reporting: How to avoid common problems?
What mistakes should be avoided in call center reporting, what can't be ignored, and where to relax control.
“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.
Call recordings of call center agents
How to store and analyze agent call recordings in Oki-Toki
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.
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.
Call Center Agent Performance Standards: Report of the Status History
How to check the working hours of agents, view the report of one user's status history at the workstation, settings and features in Oki-Toki.
Incoming calls in a call center: Why customers hang up
How to reduce the level of missed calls with Oki-Toki tools and not lose the customer even before talking to the agent.