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.
6 Expert Tips On Agent Evaluation That Will Save You Lots Of Time
By Tatiana Poly on April 19, 2022 at 5:34 AM
Every contact center manager worth their salt knows how valuable it is to consistently and frequently evaluate their agents. Properly monitoring agent performance greatly contributes to the efficiency of the agent as well as the overall team. It also identifies training opportunities …
How To Use Keyword Spotting In Call Recordings To Boost Customer Retention & Increase Profits
By Tatiana Poly on April 12, 2022 at 5:15 AM
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While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an organization. Existing customers:
The Pros & Cons Of On-Premise Vs. Cloud Call Recording
By Gennadiy Bezkorovayniy on April 7, 2022 at 10:55 PM
Once upon a time, call recording was so expensive that the only companies that adopted call recording were the ones that had the money to invest and could not afford to not record calls due to possible lawsuits, compliance issues, and the like. But those times are long gone — partly d …
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 …