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?
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?
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, …
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 …
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 …
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 …
MiaRec Now Offers AI-Driven Auto Redaction
By Gennadiy Bezkorovayniy on January 19, 2023 at 8:42 AM
In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS, and data security policies, contact centers use redaction to remove sensitive content fr …