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”
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.
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Setting up Outgoing Calls: A Comprehensive Guide to Scheduling, Connectivity Management, and Agent Control.
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What is agent tariffication, how to calculate customer tariffs in the Oki-Toki service, the formula for rounding the agent’s working time.
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What is a Blacklist of Numbers and How to Set it up in Oki-Toki for Incoming, Outgoing Calls and for Auto Dialing?
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The script for incoming calls is designed for a “warm”, competent client who requires information on a variety of specific issues.
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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.
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Some projects grant agents unique, non-linear actions with the questionnaire. Here is a description of our special permissions block on the conversation scripts.
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How to organize independent work of agents who recently joined the company. Agent adaptation.
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How to Best Conduct Interviews with New Contact Center Agents: Tips, Nuances, and Agent Onboarding.
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Evaluation of the operator's work will help organize the control process, analyze the speech of employees and standardize the quality of interactions. More in note!
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