Top Call Center QA Challenges and How AI-Powered Solutions Can Help
By Tatiana Poly on February 14, 2024 at 4:05 PM
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Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center mana …
What's New at MiaRec in 2024/ Interview for Call Centre Helper TV
By Gennadiy Bezkorovayniy on January 15, 2024 at 4:38 PM
Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. Building on the incredible strides we've made in the field of AI throughout 2023, the MiaRec team is committed to harness …
Call Types: Unlocking VOC Insights with AI-Driven Call Categorization
By Gennadiy Bezkorovayniy on December 22, 2023 at 1:32 AM
You receive hundreds if not thousands of calls every day. But do you know what your customers are calling about? Since the introduction of Voice Analytics in 2021, MiaRec has been at the forefront of using Artificial Intelligence, Large Language Models, and Machine Learning to turn th …
Auto Call Summary: 3 Ways to Streamline Insurance Contact Centers
By John Ortiz on December 13, 2023 at 11:24 AM
While almost all insurance companies have adopted some form of "traditional" AI and have felt somewhat let down by the lack of transformative change that was promised in the past, there is no doubt that Generative AI has kicked off a tidal shift across the industry that will far surpa …
7 Misconceptions about AI-Based Auto QM in Contact Centers
By John Ortiz on December 10, 2023 at 7:24 PM
Every contact center managers has their tried and true method of evaluating calls they have developed over the years. For me, it was my trusted Excel spreadsheet I had developed to evaluate my agent's performance. So I get it if trading in the trusted spreadsheet or other familiar met …
Understand AI, ML & Co in Contact Centers: Definitions & Explanations
By Gennadiy Bezkorovayniy on December 7, 2023 at 9:55 PM
Whether you haven't officially dabbled with Contact Center AI yet or you are a trailblazer, you will have heard different, confusing, and sometimes conflicting things about what Artificial Intelligence (AI) can and cannot do. At MiaRec, we have provided hundreds of contact centers wit …
5 Value-Adding Conversation Intelligence Use Cases for Contact Centers
By Tatiana Poly on November 26, 2023 at 7:52 PM
CX Today | MiaRec Tatiana Polyakova, COO of MiaRec, joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions. These are: Use Case 1 – Capturing the true voice of the customer Use Case 2 – Monit …
Real-Time vs Post-Call Analytics: Benefits, Use Cases, & Differences
By Tatiana Poly on November 14, 2023 at 3:10 PM
Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. …
How Much Setup Do Generative AI Auto QA & Auto Data Redaction Require?
By Gennadiy Bezkorovayniy on October 16, 2023 at 3:45 PM
Adopting a new technology can be intimidating, especially if it represents such a fundamental leap as Artificial Intelligence (AI). Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How ou …
Call Scoring: Manual vs Keyword-Based vs Generative AI-based
By Gennadiy Bezkorovayniy on October 7, 2023 at 4:43 PM
![Call Scoring: Manual vs. Keyword-Based vs. Generative AI-based [Comparison, Use Cases, Benefits]](https://blog.miarec.com/hubfs/Portrait%20of%20smiling%20businesswoman%20with%20employees%20in%20call%20center.jpeg)
"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 …