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»
Popular
13.04.2023
Telemarketing: How to Boost Sales
What is Telemarketing and what tasks does it perform, an overview of tools for automation and strategies for enhancing campaign effectiveness.
15.12.2022
Monitoring Agents’ Calls: Setting up Outbound Calls to Clients
Setting up Outgoing Calls: A Comprehensive Guide to Scheduling, Connectivity Management, and Agent Control.
08.11.2022
How the Oki-Toki cloud service ticket system works, solving call center problems using tickets (cards describing the error).
26.07.2022
Efficient scripts for incoming calls: guaranteed quality customer service.
The script for incoming calls is designed for a “warm”, competent client who requires information on a variety of specific issues.
18.02.2022
Automated Analysis of Calls and Telephone Conversations
Five Key Examples of Using Speech Analytics in Oki-Toki Service for Internal and Outsourcing Contact Centers.
04.06.2021
Code of the рero: a guide for the contact center manager
How to Organize Work as a Contact Center Manager: Key Practices and Tips
26.05.2021
Adaptation of Contact Center Agents Part.5 Beginning of Independent Work
How to organize independent work of agents who recently joined the company. Agent adaptation.
07.05.2021
Adaptation of Contact Center Agents Part 4. Communication
Key features of communication for newbie agents in the company: advice and life hacks for both sides, agents’ adaptation.
27.04.2021
Contact Center Agent Adaptation Part 3. Training
How to effectively adapt an agent and sales manager in a contact center. How to conduct effective training.
21.04.2021
Adapting in the Contact Center Part 2: Agent Interviews
How to Best Conduct Interviews with New Contact Center Agents: Tips, Nuances, and Agent Onboarding.