--- title: 10 Essential Call Center Resources | Hiya description: Build your knowledge and take your contact center to the next level with these 10 essential call center resources. Read now. image: https://blog.hiya.com/hubfs/Feature%20Images_call%20center%20resources_650x365-03.png --- [![Hiya logo](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/) Solutions Solutions [For Mobile Operators Protect your network](https://www.hiya.com/solutions/operators) [For Businesses Brand your calls](https://www.hiya.com/solutions/businesses) [For People Get the mobile app](https://www.hiya.com/products/apps/hiya-spam-blocker) ###### Webinar Branded Calling 101 Weekly Webinar Make your company's calls more recognizable. Learn how Hiya can drive value for your business. 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Read the benchmark report for what is happening in voice today, and what you can do to drive business. [Read the report Arrow Right](https://www.hiya.com/state-of-the-call) Why Hiya? 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[Read their story Arrow Right](https://www.hiya.com/customer-stories/bclc) Resources Resources [Resource Center](https://www.hiya.com/resources) [Partner Program](https://partners.hiya.com/) [Get Support](https://hiya.com/support) [Developer Docs](https://developer.hiya.com/) [Hiya Blog](https://blog.hiya.com/) [Newsroom](https://www.hiya.com/newsroom) [Events](https://www.hiya.com/events) ###### eBook 10 Tips for customer-friendly phone calls Prevent caller reputation issues and complaints with customer-friendly calling practices. [Read eBook Arrow Right](https://www.hiya.com/resources/ebooks/10-tips-for-customer-friendly-phone-calls) [Get Started Arrow Right](https://www.hiya.com/#audience) [Log in](https://connect.hiya.com/login) [Get started](https://www.hiya.com/#audience) - [Home](https://hiya.com) - [Blog](https://blog.hiya.com) - [10 Essential Call Center Resources](https://blog.hiya.com/call-center-resources) # 10 Essential Call Center Resources [Alicia Marie Beatty](https://blog.hiya.com/author/alicia-marie-beatty) Aug. 16, 2021 [![](https://blog.hiya.com/hubfs/icon-fb.svg)](https://www.facebook.com/sharer/sharer.php?u=https://blog.hiya.com/call-center-resources) [![](https://blog.hiya.com/hubfs/icon-x.svg)](https://twitter.com/intent/tweet?url=https://blog.hiya.com/call-center-resources&text=10+Essential+Call+Center+Resources) [![](https://blog.hiya.com/hubfs/icon-linkedin.svg)](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.hiya.com/call-center-resources) ## At a glance ![Call center workspace](https://blog.hiya.com/hubfs/Feature%20Images_call%20center%20resources_650x365-03.png) Without a well-run call center, your company loses the ability to solve customer problems, get the answers to vital questions, and make valuable sales. The success of your contact center is crucial to the success of your company. Staying up-to-date on the latest best practices and tips is essential to managing a high-performing contact center.  Check out our list of resources that everyone working in and around a call center career should be reading. ## Improving Call Center Management 1. [How to Optimize Your Call Center Scheduling](https://blog.hiya.com/optimize-call-center-scheduling?hsLang=en) Call center managers have the unique challenge of creating a schedule that fits both the needs of their call center and the availability of their agents. This call center resource covers how to  schedule the correct  number of agents for expected call volume, as well as  some best practices for employee-scheduling satisfaction. 2. [Contact Center Automations: What Are They?](https://blog.hiya.com/contact-center-automations?hsLang=en) You know that automations can speed processes up and can be valuable call center resources—but you might not know what types of automation will solve the problem you’re facing. This article dives into different types of automations’ pros and cons. ## Creating an Effective Voice Strategy 3. [**State of the Call Report**](https://www.hiya.com/state-of-the-call) Hiya’s State of the Call report showcases top trends and insights about the voice call, providing key learnings that will help you create a voice strategy that resonates. 4. [**Creating an Omnichannel Customer Experience**](https://blog.hiya.com/omnichannel-customer-experience?hsLang=en) An omnichannel customer experience ensures your customers have a great experience no matter which channel they prefer to be contacted through—but knowing where to begin can be overwhelming. This call center resource breaks down everything you’ll need to know. 5. [**4 Benefits of Changing Your Outbound Caller ID**](https://blog.hiya.com/benefits-change-caller-id?hsLang=en) With 94% of unidentified calls going unanswered, Branded Caller ID has become  more relevant to businesses than ever before. Find out what Branded Caller ID can do for your contact center. 6. [**Spam Filters: What High Volume Callers Need to Know**](https://blog.hiya.com/high-volume-caller?hsLang=en) Many contact centers don’t know if their calls are being displayed as spam. To avoid being labeled as a fraud call, high-volume callers from legitimate businesses need to actively follow a few best practices outlined in this article. ## Compliance and Security 7. [**STIR/SHAKEN: Does It Completely Reduce Illegal Call Spoofing?**](https://blog.hiya.com/stir/shaken-does-it-reduce-illegal-call-spoofing?hsLang=en) The Federal Communications Commission (FCC) has required that all telephone carriers adopt STIR/SHAKEN technology, but what exactly does that mean? Get the rundown with this article. 8. [**What Is TCPA Compliance?**](https://blog.hiya.com/what-is-tcpa-compliance?hsLang=en) Companies can face lawsuits if they are found not compliant with the Telephone Consumer Protection Act (TCPA), but what exactly are the requirements? This call center resource gives you all the answers to your burning questions. ## Measuring and Improving Metrics 9. [**How to Improve Your Call Center Conversion Rate**](https://blog.hiya.com/improve-call-center-conversion?hsLang=en) Lead conversion is a crucial success metric for an outbound call center. This call center resource outlines several tactics to  improve conversion rates. 10. [**What Is Contact Rate and How Do You Improve It?**](https://blog.hiya.com/what-is-contact-rate?hsLang=en) Contact rate helps you understand how many consumers you are actually reaching. Find out how to improve these vital metrics to reach more customers. These call center resources will help take your call center operations to the next level. Wondering how to track performance and see the impact these resources have? Download our [Call Center Metrics eBook](https://work.hiya.com/metrics-ebook?hsLang=en) to find out what metrics you should be optimizing to meet your specific goals. [![Download Metrics eBook](https://blog.hiya.com/hs-fs/hubfs/Social%20Post%20Image%20Generator%20(1).001-1.jpeg?width=1200&name=Social%20Post%20Image%20Generator%20(1).001-1.jpeg)](https://work.hiya.com/metrics-ebook?hsLang=en)   [![banner-hiya-reg](https://blog.hiya.com/hubfs/banner-hiya-reg.jpg)](https://www.hiya.com/products/connect/number-registration) ### Latest Articles ⚡️ - Hiya awarded 16 G2 Summer 2026 badges for branded caller ID Lena Prickett Jul. 9, 2026 - How Canada is leading the fight to stop bank scams Stephanie Boulanger Jun. 26, 2026 - How to check phone numbers for spam labels Michelle Wallace Jun. 9, 2026 ## Related articles ![](https://blog.hiya.com/hubfs/rogers-toronto-event-blog-hero.webp) ## [How Canada is leading the fight to stop bank scams](https://blog.hiya.com/how-canada-is-leading-the-fight-to-stop-bank-scams?hsLang=en) Stephanie Boulanger Jun. 26, 2026 ![](https://blog.hiya.com/hubfs/Blog_How-to-check-phone-numbers-for-spam-labels_B.webp) ## [How to check phone numbers for spam labels](https://blog.hiya.com/how-to-check-phone-numbers-for-spam-labels?hsLang=en) Michelle Wallace Jun. 9, 2026 ![](https://blog.hiya.com/hubfs/Hiya%20x%20DNA-blog@2x.webp) ## [Hiya and DNA Finland launch network-level call protection](https://blog.hiya.com/hiya-and-dna-finland-launch-network-level-call-protection?hsLang=en) Stephanie Boulanger Jun. 2, 2026 [![](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/) [![](https://blog.hiya.com/hubfs/linkedin-1.svg)](https://www.linkedin.com/company/hiyainc) [![](https://blog.hiya.com/hubfs/facebook-1.svg)](https://www.facebook.com/hiyainc/) ###### Products - Connect - [Number Registration](https://www.hiya.com/products/connect/number-registration) - [Branded Call](https://www.hiya.com/products/connect/branded-call) - [View Plans](https://www.hiya.com/products/connect/pricing) - Protect - [Spam Analytics](https://www.hiya.com/products/protect/spam-analytics) - [AI Voice Detection](https://www.hiya.com/products/protect/ai-voice-detection) - Apps - [Hiya Spam Blocker](https://www.hiya.com/products/apps/hiya-spam-blocker) - [Hiya AI Phone](https://www.hiya.com/products/apps/hiya-ai-phone) ###### Solutions - Company size - [Enterprise](https://www.hiya.com/solutions/enterprise) - [Call Centers](https://www.hiya.com/solutions/call-center) - [Small and Medium](https://www.hiya.com/solutions/businesses) - Service providers - [Operators](https://www.hiya.com/solutions/operators) - [OEMs and technology](https://www.hiya.com/solutions/technology-partners) ###### Considering Hiya? - [Why Hiya](https://www.hiya.com/why-hiya) - [How it Works](https://www.hiya.com/how-it-works) - [Customer Stories](https://www.hiya.com/case-studies) - [Voice Intelligence Platform](https://www.hiya.com/why-hiya/voice-intelligence-platform) - [Trust Center](https://www.hiya.com/why-hiya/trust-center) - [Modern Slavery](https://www.hiya.com/company/modern-slavery) - [About Hiya](https://www.hiya.com/company/about) - [Careers: We're hiring!](https://www.hiya.com/company/careers) - [Contact us](https://www.hiya.com/contact-us) ###### Resources - [Resource Center](https://www.hiya.com/resources) - [Partner Program](https://partners.hiya.com/) - [Get Support](https://hiya.com/support) - [Developer Docs](https://developer.hiya.com/) - [Hiya Blog](https://hiya.com/blog) - [Events](https://www.hiya.com/events) - [Press Kit](https://www.hiya.com/newsroom#press-kit) ![ANAB](https://blog.hiya.com/hubfs/logo-anab.svg) ![ISO 27001](https://blog.hiya.com/hubfs/logo-iso27017.png) ![AICPA](https://blog.hiya.com/hubfs/logo-aicpa.svg) ![IAF](https://blog.hiya.com/hubfs/logo-iaf.svg) [Privacy Policy](https://www.hiya.com/legal/privacy) [Terms of Service](https://www.hiya.com/legal/terms-of-service) [App Data Privacy Policy](https://www.hiya.com/legal/app-data-protection-and-privacy-policy) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Alicia Marie Beatty", "url" : "https://blog.hiya.com/author/alicia-marie-beatty" }, "dateModified" : "2021-08-25T21:10:45.192Z", "datePublished" : "2021-08-16T19:24:15.000Z", "headline" : "10 Essential Call Center Resources | Hiya", "image" : [ "https://blog.hiya.com/hubfs/Feature%20Images_call%20center%20resources_650x365-03.png" ], "mainEntityOfPage" : { "@id" : "https://blog.hiya.com/call-center-resources", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.hiya.com/hubfs/hiya-logo-3.svg" }, "name" : "Hiya Inc." } } ```