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• How not to lose a client even before connecting with an agent;
• Why agents miss calls;
• How unanswered calls affect the call center;
• How to calculate the percentage of missed calls;
• Useful features of Oki-Toki.

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• How to evaluate an agent's performance?
• How to prepare an inspection plan and create a scorecard?
• Which calls to choose for evaluation?
• Evaluation reports in Oki-Toki.

Examples of evaluation sheets on three groups of criteria:

• Interaction with the subscriber;
• Call content, sales skills;
• Project specifics.

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How to support agents after challenging conversations with customers: tips and recommendations.

• How to explain to the agents that it's not their fault;
• Guidelines for dealing with difficult clients;
• Backup plan for the agent's actions;
• Rest after the call and future prospects;
• Agent support strategies.
  

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Effective communication techniques and useful tips for agents:
* Why does silence occur in dialogue?
* Why put a client on "hold";
* How to stay calm when you don't know the answer;
* How to resume a conversation if the client is silent;
* The client is in a bad mood: how to maintain a conversation;
* How not to lose a client during a technical failure.

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How agent grouping helps organize work more efficiently and improve service quality.

• Why are agent groups needed in a call center?
• How to create a user group in Oki-Toki?
• How to add an agent to a group?
• Shifts, roles, permissions, and reporting in Oki-Toki;
• How to assign agents to calls;
• Group stickiness for calls in CRM.

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Useful tips and recommendations for call center employees:

• Getting to know the client and “smiling in your voice”;
• A look at the problem from the client's point of view;
• Let angry customers “say all”;
• The operator as a psychologist;
• What to do with pauses in communication;
• Rate of speech and leadership qualities of the operator;
• Taking care of clients.