Service news
📚New article: Motivation of the agent after an angry call  19.03.2024 15:56

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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.
📚New article: How to avoid silence in conversations with clients  18.03.2024 16:01

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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.

📚New article: How to set up a user group in Oki-Toki?  15.03.2024 13:56

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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.
📚New article: Trusting relationships with call center clients   12.03.2024 12:36

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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.
📚New article: Agents work after call: ACW and PCP  07.03.2024 15:58

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After Call Work (ACW) is the time an agent spends after a call on filling out forms, updating customer records, or performing other tasks.

  • What are ACW and PCP;
  • How to manage an agent`s break after a call;
  • How to reduce the time required to fill out a questionnaire;
  • PCP status settings in Oki-Toki.
📚New article: New Article: Incoming call statistics for contact centers  06.03.2024 17:10

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Key indicators for analyzing incoming calls to the call center and reporting in Oki-Toki:

  • Answer Seizure Ratio(ASR);
  • Total Call Duration (DUR);
  • Average Call Duration (ACD);
  • Report: Incoming calls statistics by providers;
  • Report: Call tracking in Oki-Toki.
📚New article: How to avoid mistakes when launching a call center?  21.02.2024 09:29

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Launching a call center is an important stage for many companies, and to make it easier at the start, we decided to describe the 9 most common mistakes so that you don’t make them. For example:

  • Transferring project management to another specialist;
  • Simultaneous launch of several campaigns;
  • Incorrect software;
  • Lack of operators;
  • Lack of KPIs, etc.