OKI-TOKI Blog

23.09.2024 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.

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17.09.2024 Step-by-Step Guide to Importing Contacts into CRM

How to create import contacts in CRM for internal and outsourcing contact centers Oki-Toki, database upload.

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11.09.2024 DataMixer: How to create a report for a call center?

DataMixer – a new oki-toki tool that will simplify your reporting work. Read in the note what it’s for and how to set it up!

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09.09.2024 First Call Resolution: FCR Report in Oki-Toki

What is the FCR indicator for call center operation, how to calculate it by formula, automatic report in oki-toki, and selection of fields for filling.

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16.08.2024 “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.

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22.07.2024 Call center agent conversation recordings

How to store and analyze operator call recordings in Oki-Toki

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07.07.2024 Ticket System: How Oki-Toki Processes a Customer Ticket?

How the Ticket System is Used in Oki-Toki and Customer Inquiry Processing is Organized. Statuses, Deadlines, Responsible Parties, Technical Support KPIs.

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28.06.2024 Optimize your reporting work: Effective approaches

Oki-Toki offers a variety of reports, and we are now going to talk about the tools that simplify working with them.

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20.06.2024 Customer Data Protection: Exclusive Fields in Projects

Why is it necessary to segment client information in a form? Oki-Toki will enlighten you. The result is – the agent makes fewer mistakes and works faster.

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17.06.2024 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.

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