Generative AI-Powered Call Scoring: Benefits & How To Setup [Video]
By John Ortiz on July 31, 2023 at 7:32 PM
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When deciding on quality management solutions for your contact center, like MiaRec’s Automated Quality Management (AQM) solutions, you wonder how you can use them to get the best ROI. At MiaRec, we customize our AQM solutions to meet contact center demands across industries, including …
Customizing Scorecards For Your Contact Center: The Do’s And Don’ts
By John Ortiz on July 28, 2023 at 3:08 PM
When 55% of consumers walk away from a company after experiencing bad customer service, your contact center must always provide quality interactions and support. Using scorecards to grade your agents’ calls can ensure agents are consistently keeping customers happy.
30 Contact Center Customer Insight Use Cases Your Organization Will Love
By John Ortiz on June 19, 2023 at 3:37 PM
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As you consider Voice Analytics solutions for your contact center, you want to ensure you use it to its fullest potential. Voice Analytic solutions can analyze your calls for valuable customer insights that can improve agent performances, drive sales and marketing initiatives, and imp …
Agent Evaluations Best Practices: The Importance of Automated Call Scoring
By John Ortiz on June 8, 2023 at 4:28 PM
An effective agent evaluation process is key to knowing how your contact center is performing. How can your contact center use agent evaluations to get the best ROI?
Beyond Post-Call Surveys: Understanding Voice Of The Customer (VoC) For Contact Centers
By John Ortiz on May 26, 2023 at 4:03 PM
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If your customers are not responding to post-call surveys, how will you know how they feel about your contact center? Understanding your Voice of the Customer (VoC) is essential to improving contact center operations.
Top 6 Topic Analysis Use Cases For Any Contact Center
By John Ortiz on April 21, 2023 at 3:06 PM
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As you see Voice Analytic solutions promote their Topic Analysis capabilities, you start to wonder what is so special about organizing calls by topics. Because Topic Analysis is such a versatile tool, it is hard to give a simple answer on how to best use it. It can boost agent morale, …
What Does MiaRec Bring To Five9 Customers?
By John Ortiz on April 18, 2023 at 9:17 AM
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With several solutions on the market all promising to better your contact center, how are you meant to choose? How does MiaRec compare to Five9? Are they offering the same solution or can they be integrated with each other?
Maximize the ROI of Contact Center Voice Analytics: Top 5 Use Cases
By John Ortiz on April 12, 2023 at 4:04 PM
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Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best …
You Asked, We Answered: 9 Things to Know Before Your MiaRec Demo
By John Ortiz on March 28, 2023 at 7:47 AM
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Are you considering scheduling a product demo to see if MiaRec’s Conversation Intelligence and Automated Quality Management platform will meet your contact center’s needs? We want you to have all the information available so that you can make the right decision for you and your team. …