How You Can Semi-Automate Your Agent Evaluation With A Custom GPT
By John Ortiz on September 2, 2024 at 12:14 AM
Let's face it. Manual QA can be a real drag. It's tedious, time-consuming, and labor-intensive — and let's not even get started on the potential for human error. Here at MiaRec, we see firsthand the enormous time savings and service quality improvements our Auto QA solution can achiev …
How You Can Create Agent Schedules In A Few Minutes With A Custom GPT
By John Ortiz on August 22, 2024 at 9:47 AM
As a contact center manager, you know that manually creating agent schedules is tedious and time-consuming. The alternative is to automate using a Workforce Management (WFM) solution, which can be cost-prohibitive if you aren't using it to its full capacity. Having been a contact cent …
From Design to Deployment: Mastering AI Prompt Customization with MiaRec
By MiaRec Team on August 20, 2024 at 1:19 PM
In the evolving landscape of artificial intelligence, the interaction between humans and AI is becoming increasingly sophisticated. As contact centers strive to leverage AI to enhance operations, the focus is shifting toward how to fine-tune these interactions to achieve better result …
NLP vs. Generative AI-Powered Topical Analytics
By John Ortiz on August 19, 2024 at 11:11 PM
Do you wish you had more insight into why your customers call your contact center? Or do you already have a Topical Analysis tool in place and wonder if upgrading to the new Generative AI-based tools is worth it? Here at MiaRec, we have helped hundreds of contact centers better unders …
[What, How, Watch] Exploring MiaRec’s Innovations in Contact Center QA
By MiaRec Team on August 5, 2024 at 11:01 AM
Welcome to the forefront of contact center technology! In this post, we’re excited to explore three groundbreaking demos presented by John Ortiz, Technology Sales Manager at MiaRec. These demos showcase the transformative power of generative AI in revolutionizing contact center qualit …
Translating Manual Scorecards into AI-Driven Auto Scorecards: Expert Advice and Tips
By MiaRec Team on August 1, 2024 at 11:56 AM
When evaluating your contact center agents' performance, you have to tread a fine line between judging whether or not someone has done something well and remaining objective. This can sometimes lead to supervisor bias (we tend to less harshly judge the people we like) or skewed object …
NLP-based vs. LLM-Powered Sentiment Analysis: What's The Difference?
By Gennadiy Bezkorovayniy on July 11, 2024 at 9:32 AM
In June 2023, we published an article that compared lexicon-based with Machine Learning or NLP-based Sentiment Analysis. Now, a little more than one year later, we have made another huge leap forward with Generative AI-based Sentiment Analysis! Update 2025: Breaking news! To complimen …
12 High-Impact Decisions You Can Confidently Make Using MiaRec Dashboards & Reporting
By John Ortiz on July 11, 2024 at 9:20 AM
Call centers generate enormous volumes of data, but without the right tools to make this data accessible, they are known to starve for insights. And I should know because I was a contact center team leader for years. One of my biggest frustrations was that I always spent a large porti …
MiaRec Midyear Update with CX Today
By MiaRec Team on July 3, 2024 at 8:59 AM
CX Today’s Charlie Mitchell sits down with MiaRec CEO, Gennadiy Bezko, as he proudly showcases our latest innovations: AI Prompt Designer, LLM-based sentiment analysis, and robust multi-language support. These groundbreaking advancements are just the beginning of MiaRec's commitment t …
How MiaRec Helps BPOs Overcome 5 Common Challenges
By John Ortiz on July 1, 2024 at 10:14 AM
Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study, 83% of BPOs are looking to cut costs and 82% are trying to standardize pr …