MiaRec Now Offers AI-Driven Auto Redaction
By Gennadiy Bezkorovayniy on January 19, 2023 at 8:42 AM
In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS, and data security policies, contact centers use redaction to remove sensitive content fr …
Introducing Love At First Sight: A Voice Analytics Cookbook
By Gennadiy Bezkorovayniy on January 12, 2023 at 1:33 AM
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Have you ever tried to start a journal or a letter only to stare at blank pages? Or have you ever wanted to paint something only to feel intimidated by the white canvas in front of you?
Call Scoring in Contact Center: Manual Vs. Keyword-Based Vs. Generative AI-based [Comparison, Use Cases, Benefits]
By Gennadiy Bezkorovayniy on January 9, 2023 at 2:01 AM
"Did the agent say their name?", "Did they get consent for recording?", "Did the agent resolve the matter on the first call?" and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With hundreds or even thousands of calls …
How To Use AI To Drastically Improve Contact Center Script Adherence
By Tatiana Poly on January 5, 2023 at 11:25 PM
Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call an …
26 Contact Center Analytics Software Terms You Should Know
By Gennadiy Bezkorovayniy on December 19, 2022 at 12:19 AM
" AI-Related Terms \n \n Generative AI \n Large Languge Model \n " " A B " If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact cen …
Tips On How To Maximize Your Call Center ROI
By Tatiana Poly on November 16, 2022 at 7:38 AM
In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence. By measuring and maximizing the return on investment on your contact center in general and your Conversational Analytics solution …
Key Findings From The Cavell Cloud Communications Summit
By Gennadiy Bezkorovayniy on November 8, 2022 at 11:05 PM
The way the world communicates has changed considerably over the last few years. Service Providers have had to evolve with the market and adapt to the the way businesses seek to enable their workforces to communicate with customers and colleagues.
How To Build A Rock-Solid Business Case: Conversational Analytics For Your Contact Center
By Gennadiy Bezkorovayniy on November 7, 2022 at 6:45 AM
Building a business case can feel a little like staring at a blank page, not knowing where to start at times. You know how important Artificial Intelligence and Machine Learning are for your contact center as they help extract valuable data from thousands of customer interactions. But …
MiaRec Emerges as Conversational Analytics Provider with Enhancements
By Gennadiy Bezkorovayniy on October 27, 2022 at 12:16 PM
The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions.
New CMS Call Recording Requirements for Insurance Providers
By Tatiana Poly on October 26, 2022 at 5:05 AM
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The Center for Medicaid and Medicare Service (CMS) has issued some new major changes to the compliance rules and guidelines that will apply to Medicare Advantage and Part D plans. The new CMS call recording requirements will apply to all independent insurance agents and are set to tak …