Contact centers are used by companies in dozens of different industries in order to help them grow their client base and deliver an outstanding experience. But, as any contact center manager knows, simply hiring quality agents and setting up the right protocols is not enough. You also have to monitor the performance of your agents, 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 answering rates, and instill confidence in their clients. Our team understands how agent-client relationships work, so know what metrics you need to monitor to get a pulse on your team’s output. To help you out, we’ve put together a comprehensive ebook that covers the most important KPIs for call centers.