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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.
Useful tips and recommendations for call center employees:
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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.
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Key indicators for analyzing incoming calls to the call center and reporting in Oki-Toki:
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:
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How to support agents after challenging conversations with customers: tips and recommendations.