How To Ensure PCI DSS Compliance (And Why Most Get It Wrong)
By Gennadiy Bezkorovayniy on March 31, 2022 at 4:52 AM
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In 2021, a massive data cache containing 3.2 billion accounts associated with a variety of services was exposed in one of the largest PCI data breaches in the world.
Contact Centers Will Have To Evolve Drastically, Or Risk Being Left Behind
By Gennadiy Bezkorovayniy on March 28, 2022 at 5:35 AM
Some executives and industry analysts call 2020 a watershed moment for Digital Transformation or a “customer experience revolution” (Gartner). And it is true. Enormous shifts have occurred in just the last two years. For example, McKinsey states that the massive shift to remote work t …
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 …
3 Contact Center KPIs You Should Be Tracking, But Probably Aren't
By MiaRec Team on March 2, 2022 at 5:14 AM
Market conditions and customer expectations have drastically changed over the last few years, putting a lot more pressure on contact centers to resolve issues quickly and fully while providing the best possible customer experience.
Why You Should Start Tagging Every Contact Center Call Now
By Gennadiy Bezkorovayniy on February 28, 2022 at 5:03 AM
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Contact center managers having access to call recordings isn't new. A poll done in 2015 on Callcentrehelper.com showed that 95% of supervisors had access to those recordings. However, we know from experience that, traditionally, only 1-2% of all recordings are actually listened to for …
Why Your Analytics Don’t Provide Visibility (And How to Fix It)
By MiaRec Team on January 10, 2022 at 8:03 PM
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We’re drawing analytics from every source we can. Click sensors give us heat maps of website activity. Keyloggers tell us when people change their minds at the point of sale. We use machine learning and AI to scour through surveys, analyze call recording transcripts, predict buying ha …
Can Speech Analytics Really Increase Customer Satisfaction?
By Gennadiy Bezkorovayniy on December 9, 2021 at 5:00 AM
Speech analytics ads are saturated everywhere and the headlines are starting to blend together. “Uncover actionable insights”, “amplify the voice of the customer”, “gather sentiment with AI”, and so on. But do speech analytics actually deliver on the multitude of promises they’re sold …
How To Ensure Your Remote Agents Are PCI Compliant
By Tatiana Poly on December 3, 2021 at 2:12 AM
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The COVID-19 crisis has changed the business world as we know it, and contact centers from every industry had to adapt to the new normal and find the new ways of managing the workforce and providing exceptional customer experience.
5 Critical Pieces of Data Hiding in Your Call Recordings
By Tatiana Poly on November 30, 2021 at 4:21 AM
Every hour of every day, companies launch campaigns to gain awareness of customer feeling about their products and services. They’ll use surveys, cold calls, web bots, questionnaires, feedback prompts, and the list goes on. While all of these methods have merit, they're also flawed be …
New Revenue Opportunities For Service Providers
By Tatiana Poly on March 24, 2021 at 4:21 AM
The hosted telephony market is becoming increasingly competitive, as businesses in North America and worldwide turn to hosted IP telephony and unified communications services. Call recording services offers Service Providers opportunities for new revenue streams and new ways to differ …