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
23.11.2020
How to manage an invalid call back request
Case study: Handling a customer’s request via an automated callback system-‘Oki-Toki’ coming from the customer portal in a status: incomplete (invalid request).
11.11.2020
Oki-Toki Tools for Outsourcing Call Centers
Why every outsourcing call center needs Oki-Toki cloud service tools: projects, reports, briefs, call scripts, CRM.
29.10.2020
Advice for the Contact Centre Manager: Common issues in the CC
What challenges will you encounter as a contact center manager, how to effectively resolve conflicts, solutions, and advice.
08.10.2020
Calling modes in Oki-Toki: how to (not) get everyone.
Details about all dialer modes of the service for Oki-Toki contact centers. Read our blog right now!
10.09.2020
How to improve call center performance? 12 Useful tips
How to improve call center efficiency: key points, methods, useful tips and recommendations.
22.07.2020
Outgoing Agent Calls: The Ideal Volume to Aim For
How to monitor an agent’s outbound calls in a call center and calculate how many calls they should make?
06.05.2020
The Browser Can’t Detect the Microphone: How Do You Enable Microphone Access in Your Browser?
What to do if the browser does not detect an ‘Agent’s Microphone’ in a call center computer? Find solutions in this article!
13.04.2020
How to Measure Call Center Performance Metrics?
6 Key Performance Indicators (KPIs) to Help You Better Evaluate the Effectiveness of Managers and Call Center Agents.
06.11.2019
Key Performance Indicators (KPIs) for Call Center Efficiency
What are the key performance indicators of the call center? How to monitor contact center KPI?