Top 6 Topic Analysis Use Cases For Any Contact Center
By John Ortiz on April 21, 2023 at 3:06 PM
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As you see Voice Analytic solutions promote their Topic Analysis capabilities, you start to wonder what is so special about organizing calls by topics. Because Topic Analysis is such a versatile tool, it is hard to give a simple answer on how to best use it. It can boost agent morale, …
What Does MiaRec Bring To Five9 Customers?
By John Ortiz on April 18, 2023 at 9:17 AM
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With several solutions on the market all promising to better your contact center, how are you meant to choose? How does MiaRec compare to Five9? Are they offering the same solution or can they be integrated with each other?
Maximize the ROI of Contact Center Voice Analytics: Top 5 Use Cases
By John Ortiz on April 12, 2023 at 4:04 PM
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Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best …
Understanding PCI-DSS for Contact Centers: Compliant vs. Compliance
By Tatiana Poly on April 11, 2023 at 2:19 PM
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Disclaimer: The materials on this site comprise of MiaRec's views; they do not constitute legal or other professional advice.
Using Contact Center Intelligence to Detect Customer Disappointment
By Tatiana Poly on April 4, 2023 at 1:08 PM
It's no secret that customer disappointment can have a severe impact on your bottom line. Research shows that it can be up to 25 times more expensive to invest in new customers than to retain existing ones (Invesp). After just one bad experience, around 80% of consumers say they would …
The ROI On Automated Quality Management For Contact Centers [Free Calculator]
By Tatiana Poly on March 31, 2023 at 9:39 PM
Isn’t it exhausting spending hours each week listening to your agents’ calls and manually grading their performance? With each call lasting up to 30 minutes to an hour, how are you meant to evaluate every call and get the full picture of what’s going on in your contact center? Most co …
You Asked, We Answered: 9 Things to Know Before Your MiaRec Demo
By John Ortiz on March 28, 2023 at 7:47 AM
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Are you considering scheduling a product demo to see if MiaRec’s Conversation Intelligence and Automated Quality Management platform will meet your contact center’s needs? We want you to have all the information available so that you can make the right decision for you and your team. …
What Are The Best Contact Center as a Service (CCaaS) Solutions For Your Contact Center?
By Tatiana Poly on March 23, 2023 at 10:39 AM
As our contact center customers migrate to Cloud, many of them have asked for our opinions on which CCaaS solution they should adopt. That’s why we’ve gathered our expertise to provide you with a list of the top 6 CCaaS solutions in the market, their price points, use cases, and sugge …
What is the difference between WFO, WFM, WEM, Conversation Intelligence & More
By Tatiana Poly on February 13, 2023 at 11:31 PM
Are you looking to upgrade your contact center software but struggling to navigate all the different terms describing various market segments? Do you not fully understand the difference between WFO, WFM, and WEM and how Customer Engagement platforms fit into all this? If so, you are n …
New Automated QA Feature Update Helps You Improve Auto Score Card Accuracy
By Gennadiy Bezkorovayniy on January 30, 2023 at 5:30 AM
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A few weeks ago, we compared manual agent evaluation vs. software-supported agent scoring vs. automated call scoring for quality assurance. The conclusion was that while manual scoring usually leads to more accurate results than auto scoring, it is very labor- and time-intensive, resu …