5 Mistakes Companies Make In Phone Support & How To Fix Them
By MiaRec Team on October 12, 2022 at 5:18 AM
First impressions matter, and your phone support team is often the first interaction potential customers have with your company. According to a study by American Express, excellent customer service is the number one factor that determines whether or not customers will do business with …
Why Voice Tonality Isn't The Most Accurate Way To Recognize Customer Sentiment (And What To Do Instead)
By Gennadiy Bezkorovayniy on September 22, 2022 at 5:13 AM
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When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling.
How To Spot Product Trends Or Issues Using Contact Center Data
By MiaRec Team on September 15, 2022 at 12:38 AM
With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world …
10 Signs That Your Contact Center Is At Risk For A Security Breach
By Gennadiy Bezkorovayniy on August 25, 2022 at 3:47 AM
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Daily, contact centers generate, manage, and store an enormous amount of sensitive personal data, such as payment card details, social security numbers, contact details, and much more. However, that data has huge financial value as it could be sold and bought by cybercriminals, making …
Five9 CX Summit Rewind
By MiaRec Team on August 24, 2022 at 9:22 AM
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MiaRec, Five9 CX, and AI (Oh my) We thoroughly expected the Five9 CX Summit to be one of the most exciting shows we've had the privilege of presenting at this year but it far exceeded our expectations. Without fail, every show in the tech industry tells the participants that they're o …
8 Contact Center-Generated Customer Insights Your Marketing & Sales Team Needs
By Tatiana Poly on August 12, 2022 at 12:11 AM
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Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company?
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.
12 Must-Have Contact Center Security & Compliance Features
By Gennadiy Bezkorovayniy on July 15, 2022 at 12:02 AM
A few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years. The first trend he mentioned is that we are no longer operating within …
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.
3 Cisco Live 2022 Key Takeaways
By Gennadiy Bezkorovayniy on June 27, 2022 at 4:45 AM
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Last week, my team and I felt really blessed to be able to go to Cisco Live in Las Vegas for the first time in two years — a sentiment that was felt by many of the other conference participants and echoed by Cisco CEO, Chuck Robbins, when he came on stage for the keynote. He opened hi …