Quality control in call centers: evaluating agent dialogues
Practical tips for improving the quality of the call center's work: training agents, implementing a quality control system, using conversation scripts, and assessing customer satisfaction.
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»
How to avoid silence in conversations with clients
What to do if there is silence between the agent and the client, effective communication methods and useful tips for the call center.
How to build trusting relationships with call center customers
How an agent can gain trust and establish contact with a client, useful tips and recommendations for call center employees.
Statistics on incoming calls in the contact center
Incoming Calls Statistics — a feature that allows the analysis of incoming calls to the contact center numbers.
How to organize a role system in a call center?
Discover what accessibilities in a contact center are and how to create, modify roles and effectively manage them in the Oki-Toki service.
Call Center Supervisor Job Description
Learn how to manage a call center effectively. Our tips will help you build a high-performing and happy team of agents.
How to set up the agent’s work — Oki-Toki
How to set up the work of an agent, create a profile for him in Oki-Toki, add him to a group and what to grant access to.
How to calculate the number of agents in a call center?
Learn how to accurately calculate the number of agents in your call center with our effective guide.
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.
Sales-driven words and phrases for call center agents
Words that sell: ready-to-use phrases and techniques for call center operators. Take note!