What To Expect When Setting Up Topic Analysis
By John Ortiz on September 24, 2023 at 4:11 PM
Imagine you could listen to all your call recordings and pick out the ones in which customers mention the new marketing campaign. Or those calls in which customers demand a refund because their perishable dog food was delivered a day late again and is now spoiled. Or those calls where …
Transforming Quality Assurance in Contact Centers with Generative AI
By Gennadiy Bezkorovayniy on September 24, 2023 at 3:17 PM
How many calls are you currently assessing for quality assurance at the moment? And more importantly, how much time does each supervisor spend on this important task each week?
MiaRec Takes Auto Data Redaction To New Heights With Machine Learning
By Gennadiy Bezkorovayniy on September 1, 2023 at 11:39 AM
The correct and accurate redaction of sensitive information in call recordings and transcripts is crucial to protect customers' personal data, ensure compliance, and more. But manual approach to data redaction is tedious, unreliable, and labor-intensive — until now.
Topic & Sentiment Analysis in Contact Centers: Definitions, Use Cases, Benefits
By John Ortiz on August 30, 2023 at 6:12 PM
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CX Today | MiaRec John Ortiz, MiaRec's Technology Sales Manager, joins Charlie Mitchell of CX Today for the CX Today discussion to talk about: * Definitions for topic and sentiment analysis * Contact center use cases and and benefits of both * Implementing topic and sentiment analysis …
MiaRec Big CX Update [Including Video]
By Tatiana Poly on August 6, 2023 at 5:05 PM
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BIG CX UPDATE | MiaRec Tatiana Polyakova, COO of MiaRec, joins Kieran Devlin of CX Today for the Big CX Update to talk about: 🆕 The new products and features coming to MiaRec 🏆Transforming quality management in the contact center 🤖 Leveraging generative AI and Machine Learning in t …
Are MiaRec’s Cloud-based Voice Analytics Solutions Secure?
By Gennadiy Bezkorovayniy on August 1, 2023 at 5:00 PM
As you consider Voice Analytics solutions for your contact center, you want to know if MiaRec’s cloud-based Voice Analytics solution is secure. How will MiaRec use your data? Will we use your data to train our AI models? At MiaRec we have helped hundreds of contact centers to utilize …
Generative AI-Powered Call Scoring: Benefits & How To Setup [Video]
By John Ortiz on July 31, 2023 at 7:32 PM
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When deciding on quality management solutions for your contact center, like MiaRec’s Automated Quality Management (AQM) solutions, you wonder how you can use them to get the best ROI. At MiaRec, we customize our AQM solutions to meet contact center demands across industries, including …
Customizing Scorecards For Your Contact Center: The Do’s And Don’ts
By John Ortiz on July 28, 2023 at 3:08 PM
When 55% of consumers walk away from a company after experiencing bad customer service, your contact center must always provide quality interactions and support. Using scorecards to grade your agents’ calls can ensure agents are consistently keeping customers happy.
Support Financial Services Contact Center Compliance & Customer Strategies with Voice Analytics
By Tatiana Poly on July 14, 2023 at 9:21 AM
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Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?
How Healthcare Contact Centers Can Adopt Voice Analytics Solutions (Without Violating Compliance)
By Tatiana Poly on July 3, 2023 at 12:23 PM
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While adopting a Voice Analytics solution can improve agent performances and business operations, contact centers in highly regulated industries such as healthcare must ensure that any solution they adopt adheres to strict compliance regulations, lest they want to pay severe fines.