What Microsoft’s Digital Contact Center Means for Call Recording & CX
By MiaRec Team on August 3, 2022 at 10:09 AM
Microsoft continues to increase its presence in the UCaaS and Contact Center markets. Just as Microsoft fully unveils its Digital Contact Center, it posts earnings that reveal the Teams Phone has over 12 million PSTN users.
How To Separate The Cream From The Crop With These 10 Standard Call Recording Features
By MiaRec Team on July 5, 2022 at 4:48 AM
Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same.
Training The Virtual Contact Center
By MiaRec Team on June 24, 2022 at 4:40 AM
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Cisco Live! Was an eye-opening and exciting event for our team, and the feeling on the ground was electric. With everyone holed up in virtual participation the past few years, it was nothing short of a high energy reunion, complete with live acts, a moving stage and most of all, Cisco …
Why You Should Never Underestimate the Voice of the Customer
By MiaRec Team on June 21, 2022 at 8:54 AM
The Voice of the Customer (VOC) is one of the most obvious, yet underutilized tools organizations have at their disposal to create outstanding customer experiences, increase customer loyalty and retention, and boost profits.
How CCPA Impacts Your Contact Center
By MiaRec Team on June 2, 2022 at 2:11 PM
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We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers. Let’s take a few minutes and talk about how CCPA impact …
Top 3 Takeaways of PCI DSS 4.0
By MiaRec Team on May 19, 2022 at 7:33 AM
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PCI DSS 4.0: What Is It? Call compliance requires considerable effort from any company, but some call compliance laws are more challenging than others. PCI DSS can be one of the most challenging, but you know that already if you take credit cards online, in person, or especially over …
Introducing MiaRec's Auto Score Card: Evaluate Agent Performance On 100% Of Your Calls
By MiaRec Team on April 27, 2022 at 8:56 AM
Peter Drucker, one of the most widely-known and influential management consultants and educators, coined a famous saying: "You can't manage what you can't measure." This is very true for improving the service quality of contact center interactions. How can you possibly elevate the exp …
4 Key Considerations For Setting Virtual, Remote, Or Hybrid Contact Centers Up For Success
By MiaRec Team on April 26, 2022 at 5:31 AM
In the past, very few customer service professionals (5% in 2017) were working from home due to concerns about how it would negatively impact the company culture, collaboration, and work performance, as well as career prospects of the remote agents.
9 Things To Consider When Preparing to Record Microsoft Teams
By MiaRec Team on March 31, 2022 at 9:36 AM
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If your company adopted Microsoft Teams for customer interactions, you are not alone. But now you have to figure out how to record your Teams calls, and it's daunting. The following is a checklist that will help you zero in on a platform that records Microsoft Teams, and more importan …
Take The Quiz: How Efficient Is Your Contact Center?
By MiaRec Team on March 15, 2022 at 10:00 PM
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We all know that contact centers are crucial to our customers' total experiences. But did you know that, according to a Microsoft Dynamics 365 study from 2020, 50% of your customers think that customer service is very important when it comes to their loyalty to your brand and 40% thin …