Call Scoring in Contact Center: Manual Vs. Keyword-Based Vs. Generative AI-based [Comparison, Use Cases, Benefits]
By Gennadiy Bezkorovayniy on January 9, 2023 at 2:01 AM
"Did the agent say their name?", "Did they get consent for recording?", "Did the agent resolve the matter on the first call?" and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With hundreds or even thousands of calls …
How To Use AI To Drastically Improve Contact Center Script Adherence
By Tatiana Poly on January 5, 2023 at 11:25 PM
Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call an …
Why Voice Tonality Isn't The Most Accurate Way To Recognize Customer Sentiment (And What To Do Instead)
By Gennadiy Bezkorovayniy on September 22, 2022 at 5:13 AM
.png)
When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling.
Five9 CX Summit Rewind
By MiaRec Team on August 24, 2022 at 9:22 AM
.png)
MiaRec, Five9 CX, and AI (Oh my) We thoroughly expected the Five9 CX Summit to be one of the most exciting shows we've had the privilege of presenting at this year but it far exceeded our expectations. Without fail, every show in the tech industry tells the participants that they're o …
Introducing MiaRec's Auto Score Card: Evaluate Agent Performance On 100% Of Your Calls
By MiaRec Team on April 27, 2022 at 8:56 AM
Peter Drucker, one of the most widely-known and influential management consultants and educators, coined a famous saying: "You can't manage what you can't measure." This is very true for improving the service quality of contact center interactions. How can you possibly elevate the exp …
Contact Centers Will Have To Evolve Drastically, Or Risk Being Left Behind
By Gennadiy Bezkorovayniy on March 28, 2022 at 5:35 AM
Some executives and industry analysts call 2020 a watershed moment for Digital Transformation or a “customer experience revolution” (Gartner). And it is true. Enormous shifts have occurred in just the last two years. For example, McKinsey states that the massive shift to remote work t …
Why You Should Start Tagging Every Contact Center Call Now
By Gennadiy Bezkorovayniy on February 28, 2022 at 5:03 AM
.png?width=1129&height=627&name=Untitled%20design%20(37).png)
Contact center managers having access to call recordings isn't new. A poll done in 2015 on Callcentrehelper.com showed that 95% of supervisors had access to those recordings. However, we know from experience that, traditionally, only 1-2% of all recordings are actually listened to for …
Why Your Analytics Don’t Provide Visibility (And How to Fix It)
By MiaRec Team on January 10, 2022 at 8:03 PM
.png?width=1277&height=667&name=Copy%20of%20Blog%20Post%20Update%20(15).png)
We’re drawing analytics from every source we can. Click sensors give us heat maps of website activity. Keyloggers tell us when people change their minds at the point of sale. We use machine learning and AI to scour through surveys, analyze call recording transcripts, predict buying ha …