The Hiya Voice

News and views for better voice performance

All articles

Alicia Marie Beatty

Alicia Marie Beatty
Content Marketing Manager at Hiya

Recent Posts

Landline-Based Caller ID vs. Branded Caller ID

It’s 1995. You’re at home with your parents and the phone rings. You trot over to the landline to see who’s calling. Though only 15 ... >

Hiya’s 2022 State of the Call Webinar: The Highlights

Last Thursday (2/17), Alex Algard, founder and CEO of Hiya, Inc., presented the first look at our findings for our 2022 State of the ... >

Basics to Know About Call Authentication

The massive amount of robocalls are frustrating for everyone involved — customers and contact centers alike. Customers don’t want to answer ... >

Do You Really Need an Outbound Dialer Software?

In the robust environment of a call center floor, one of the biggest challenges call center managers face is preventing agents from ... >

State of the Call 2022 Webinar

There is no doubt that the ongoing COVID-19 pandemic has drastically altered the workplace and our collective understanding of what ... >

What to Know About Inside Sales Power Dialers

Contact centers are continually looking for ways to increase their productivity and close more sales. One major roadblock is the number of ... >

10 Outbound Call Center Tips

Whether you’re a contact center, sales team, or customer experience department, the odds are high that a large percentage of your time is ... >

Customer Contact Week Las Vegas

Happy 2022! As we get ready to hit the ground running in the new year, we’re excited to look back on one of our most exciting events from ... >

What's the Best Caller ID Solution for Your Business?

But first — what’s the deal with Caller ID? >

KPI Tracking for Contact Centers

Running a call center without tracking your performance is like running a business without keeping track of revenue. Seeing how well your ... >

What Is a Customer Satisfaction Score (CSAT)?

Excellent customer service is a key component of good business. In every industry, customer service is one of the key drivers of conversion ... >

Improve Your Credit Union Call Center

As members turn to conduct their financial businesses over the phone and online, it’s increasingly important for credit union call centers ... >

Sales Call Center Tips

When faced with the onslaught of day-to-day sales activities, it’s hard to take a step back and fine-tune your approach. As sales increase, ... >


STIR/SHAKEN is a framework designed by the Federal Communications Commission (FCC) to reduce robocalls by verifying the digital signature ... >

Understanding the Impact of Reputation Monitoring

Contact centers have a direct impact on the reputation of a brand. It makes sense--if customers have poor experiences during the calls they ... >

The TRACED Act: What Call Centers Need to Know

Did you know American and European phone service subscribers received an estimated 157.4 billion spam and fraud calls in 2020 alone? With ... >

VPP vs. CNAM: What’s the Difference?

Is your branded call service running technology from the ‘70s? >

Q4 Holiday Scam Calls

The holidays! Filled with sugar, spice, and everything nice! Or, is that the Powerpuff Girls? Regardless, it’s a time many look forward to. ... >

Omnichannel Strategies for Contact Centers

Omnichannel communications happen when a business plans to interact with the customer at all touchpoints of the selling process. ... >

The Call Delivery Report

Here at Hiya, Accountability is one 3 core values that we stand behind in our Hiya Customer Bill of Rights. It’s important that our ... >

Contact Center Compliance Rules and Guidelines

Call centers must follow the rules and regulations instituted by law. Failing to adhere to these can be detrimental to the business. Below, ... >

Improve Your Call Center Environment

A productive contact center takes time and effort to cultivate, but as productivity increases, so do your customer’s points of contact with ... >

10 Call Center Solutions Considerations

Despite the rise in popularity among different forms of communicating continuing to grow , the phone call remains the preferred method of ... >

How to Manage a Virtual Call Center

Every day, more and more businesses are making the transition to remote work. The increased popularity of a remote-first environment is ... >

How to Measure and Increase Call Center Productivity

What Is Call Center Productivity? Contact centers are constantly looking to be more productive. Higher productivity translates to better ... >

Call Center Matrix

Contact centers, like all businesses, are driven by performance. They can only succeed when everyone on the team understands how they are ... >

5 Key Healthcare Call Center Metrics

2020 put the healthcare industry front and center on the world stage. The global pandemic raised the world’s understanding of disease and ... >

What Are Sales Optimization Best Practices?

Optimizing your call performance strategy can be a difficult, arduous task--made even worse if your team is constantly hiring and training ... >

10 Essential Call Center Resources

Without a well-run call center, your company loses the ability to solve customer problems, get the answers to vital questions, and make ... >

Top Sales Initiatives to Accelerate Growth

It’s common for outbound call centers to experience a natural ebb and flow in growth from time to time. And it can be difficult for teams ... >

Call Center Best Practices for Insurance

In the age of near-limitless insurance options, staffing an outbound insurance call center may seem like a difficult task. After all, even ... >

How Enhanced Caller ID Helps Your Contact Center

It doesn’t matter if you have the best information or most urgent alerts for your customers, they won’t pick up the phone if they don’t ... >

Call Management Software

We live in an increasingly digital world, which means customers have more choices than ever before when it comes to communicating with ... >

What Is TCPA Compliance?

Let’s face it—we all hate spam calls. But imagine it’s 1990; around 12:30 am, in the dead of night, you hear it—the dreaded ringing of the ... >

What Is SOC 2 Compliance?

With great data, comes great responsibility. When SOC 2 Compliance was introduced, it was in direct response to the growing need for ... >

Caller ID Displays Throughout the Ages

Do you ever think about what you’d do without caller ID? Would you ever answer the phone without knowing who was calling? Aside from the ... >

Subscribe to the Hiya blog

We publish a new post
about once a week.