As any contact center manager knows, simply hiring quality agents and setting up the right protocols is not enough. You also have to monitor agent performance metrics, ensure they have everything they need to do the job, and make adjustments that improve your team’s performance.
At Hiya, we help businesses improve their reputation, boost answer rates, and instill trust. All starting with branded calling.
To help you out, we’ve put together a comprehensive ebook that covers the most important KPIs for call centers, so you can benchmark where you are, and where you want to go.