Within any large enterprise, the call center is one of the most sophisticated operations in the company. High performing call centers measure every element of the call: pick-up rates, call durations, conversions, agent productivity, and more.
Yet, for all the time and money call centers spend monitoring KPIs, many are working blind when it comes to control and intelligence AFTER the call is placed — when the recipient looks at their phone and decides whether or not to pick it up.
This report explores the following topics:
- What is the “black box” of call performance”?
- How you can see through the black box.
- Why branding outbound calls and its associated call intelligence is so important.
- How Hiya can help you improve last-mile call intelligence.
