Work agent in a call center

Articles for agents and supervisors: agent’s work with calls and chats, conversation scripts, speech analytics, quality control and KPIs, troubleshooting agent settings, how to work remotely, and other useful information.

This category is related to the products:

“Dialer”, “Smart Reports”, “Cloud Call Center”, “Call Scoring”, “Conversation Scripts”

Работа агента в колл-центре
Motivation of the agent after an angry call
19.03.2024 Motivation of the agent after an angry call

How to support an agent after a difficult conversation with a client: tips and tricks on how to cope with emotions after an angry call.

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How to avoid silence in conversations with clients
18.03.2024 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.

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How to configure a user group in Oki-Toki?
22.02.2024 How to configure a user group in Oki-Toki?

How to Set Up User Groups in Oki-Toki to Enhance Call Center Efficiency. Optimize your call center’s operations with the help of user groups!

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How to build trusting relationships with call center customers
22.02.2024 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.

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Agents work after call: ACW and PCP.
21.02.2024 Agents work after call: ACW and PCP.

What is ACW and PCP, how to manage the operator’s break after a call, the duration between calls and PCP status settings in Oki-Toki.

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How does telephony for a call center work?
27.12.2023 How does telephony for a call center work?

Telephony for a call center is an important tool for any business that wants to ensure effective customer service. Learn how it works and how to choose the best solution for your business.

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How to set up a Hotline from scratch?
19.12.2023 How to set up a Hotline from scratch?

How to set up a hotline in Oki-Toki: configuring important and optional components for handling incoming calls.

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Job Duties of a Contact Center Supervisor”
11.12.2023 Job Duties of a Contact Center Supervisor”

What are the potential responsibilities of a supervisor in any contact center. Recommended list by independent contact center consultant Dmitry Galkin.

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White Label АТС: Как персонализация улучшает имидж и безопасность контакт-центра
29.11.2023 White Label АТС: Как персонализация улучшает имидж и безопасность контакт-центра

Remake Okie-Toki for yourself with the help of the White Label concept: your own design and web address, corporate mail and VPN service.

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How to Create Sales Scripts from Google Docs Documents
19.10.2023 How to Create Sales Scripts from Google Docs Documents

Discover a simple way to create sales scripts from Google Docs in the Oki-Toki system. Boost your sales now!

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