Ensuring HIPAA-Compliance In Contact Centers
By Tatiana Poly on June 30, 2023 at 3:19 PM
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Disclaimer: The information provided on this website is not, and is not intended to, constitute legal advice. This article is for general informational purposes only. Contact centers have to follow compliance regulations to protect their customers’ data and avoid serious consequences, …
30 Contact Center Customer Insight Use Cases Your Organization Will Love
By John Ortiz on June 19, 2023 at 3:37 PM
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As you consider Voice Analytics solutions for your contact center, you want to ensure you use it to its fullest potential. Voice Analytic solutions can analyze your calls for valuable customer insights that can improve agent performances, drive sales and marketing initiatives, and imp …
Lexicon- vs. Machine Learning-based Sentiment Analysis For Contact Centers
By Gennadiy Bezkorovayniy on June 16, 2023 at 3:29 PM
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Update July 2024: MiaRec now offers a new sentiment analysis based on Generative AI. It is very simple to set and more accurate than the previous ML-based Sentiment Analysis as it now considers the context of the entire conversation. Read this article to learn the difference between M …
Agent Evaluations Best Practices: The Importance of Automated Call Scoring
By John Ortiz on June 8, 2023 at 4:28 PM
An effective agent evaluation process is key to knowing how your contact center is performing. How can your contact center use agent evaluations to get the best ROI?
What Does The CCPA’s CPRA Amendment Mean For Contact Centers?
By Tatiana Poly on June 2, 2023 at 8:18 AM
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The California Consumer Privacy Act (CCPA) was recently amended to include the California Privacy Rights Act (CPRA). What does this mean for contact centers that do business in California?
CallMiner, Verint®, & NICE: Top 3 Voice Analytics Solutions To Consider
By Tatiana Poly on June 1, 2023 at 10:31 AM
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Every Voice Analytics solution will analyze your call data for data-driven insights, so what makes one Voice Analytics solution "better" than another?
Beyond Post-Call Surveys: Understanding Voice Of The Customer (VoC) For Contact Centers
By John Ortiz on May 26, 2023 at 4:03 PM
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If your customers are not responding to post-call surveys, how will you know how they feel about your contact center? Understanding your Voice of the Customer (VoC) is essential to improving contact center operations.
How Much Could Noncompliance Cost Your Contact Center?
By Tatiana Poly on May 23, 2023 at 1:26 PM
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Considering that 83% of companies have already experienced more than one data breach, it is more than likely that your contact center is next. In fact, cybercriminals often target contact centers first.
Conversation Intelligence vs. Voice Analytics And More: What Is Best For You?
By Tatiana Poly on May 19, 2023 at 8:59 AM
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When looking for ways to upgrade your contact center, you face an onslaught of industry jargon. Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution? As new contact …
Top 3 Questions For MiaRec Auto Call Summary: Streamline Post-Call Work With ChatGPT
By Gennadiy Bezkorovayniy on May 12, 2023 at 12:41 PM
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With all the commotion on how ChatGPT could be redefining contact centers, you wonder what this means for your contact center. How can you take advantage of the new ChatGPT-driven solutions on the market?