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.
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 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.
Contact Center Agent Onboarding Part 3. Training
How to Organize Effective Onboarding for an Agent and Sales Manager in a Contact Center. How to Conduct Effective Training.
Adapting in the Contact Center Part 2: Agent Interviews
How to Best Conduct Interviews with New Contact Center Agents: Tips, Nuances, and Agent Onboarding.
Agent Call Evaluation – Oki-Toki Tools
Simple ways to check agent performance and make every call more effective with Oki-Toki tools.
Call Center Manager’s Assessment: What Should A Call Center Agent Be Capable Of?
By hiring agents considering their personal attributes, you are building a more reliable and stable team in the contact center. Read on, how to evaluate an agent's soft skills!
Video Guide Oki-Toki: Agent’s Workspace
The Workstation of an Agent: An Overview of Main Functions for Internal and Outsourcing Contact Centers Oki-Toki.
Video Series “What to Do”: Working with User Rights
In this video, we'll explain how to manage user rights in the Oki-Toki service for contact centers, track their actions and exclude them.
What to Do video series: Buttons are not working at the operator workstation
Video guide on what to do if the hold, transfer, conference, and end call buttons do not work.
The Video Series: What to Do When an Agent Doesn’t Receive Calls
Video Guide: What to Do If an Agent Is Not Receiving Incoming Calls or Autodial Calls