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”

30.12.2022

Main Updates 2022: Service for Contact Centers

What updates has Oki-Toki launched this year? “Chats”, AI, robot-agent and other important tools in our service for contact centers.

Learn More >

28.12.2022

Instructions: How to connect a SIP phone to a call center

How to connect a SIP phone to a call center, what it is for, how to create an account, set up a user and test the connection.

Learn More >

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.

Learn More >

24.10.2022

Agent Tariffication in the Contact Center

What is agent tariffication, how to calculate customer tariffs in the Oki-Toki service, the formula for rounding the agent’s working time.

Learn More >

22.09.2022

How to Add a Number to the Blacklist in the Oki-Toki Service?

What is a Blacklist of Numbers and How to Set it up in Oki-Toki for Incoming, Outgoing Calls and for Auto Dialing?

Learn More >

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.

Learn More >

01.07.2022

Sticky Tasks: How to Attach Customers to a Team of Managers

How to secure a client in Oki-Toki with a group of managers using a questionnaire or API. Useful for task distribution across skill groups.

Learn More >

25.06.2022

Conversation Script: Special Action Rights in the Application Form

Some projects grant agents unique, non-linear actions with the questionnaire. Here is a description of our special permissions block on the conversation scripts.

Learn More >

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.

Learn More >

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.

Learn More >

Submit your request and receive a detailed consultation from a specialist.


    Data Processing Agreement