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”
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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.
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.
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.
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.
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?
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.
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.
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.
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.
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.