[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 …
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 …
MiaRec Platform Now Available in 98 Languages
By MiaRec Team on June 27, 2024 at 2:59 PM
Imagine, a world where language is no longer a barrier in customer service. Many contact centers already offer multiple language options to their customers. With MiaRec's AI-powered Conversation Intelligence and Auto QA solutions, contact centers are now able to analyze 100% of those …
How AI Can Help Health & Life Insurance Contact Centers Streamline Data Capture & Entry Workflows
By John Ortiz on June 18, 2024 at 8:32 AM
Are your agents struggling to correctly and quickly capture all the information required? Are you constantly trying to find ways to lessen the burden on your agents while empowering them to provide better service quality while increasing contact center efficiency? Here at MiaRec, we h …
Boost Your Auto Insurance Contact Center Efficiency With AI Insights
By John Ortiz on June 17, 2024 at 3:59 PM
Are you struggling with inefficiencies that lead to long call times, missed information, and frustrated customers? Are your agents overwhelmed with the sheer volume of calls and the complexity of data they need to capture accurately? If so, you are not alone. At MiaRec, we have helped …
How Contact Center AI Can Help Improve Team Morale & Reduce Agent Turnover
By John Ortiz on May 11, 2024 at 2:44 PM
In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes …
MiaRec (Literally) On Our Soapbox About AI
By MiaRec Team on April 26, 2024 at 3:24 PM
The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.