Insights Made Clear: Introducing Upgrades to MiaRec's Topic Analysis
By Gennadiy Bezko on November 8, 2024 at 8:40 AM
Understanding your contact center customer interactions is now more crucial than ever. That’s why we’re thrilled to announce an exciting upgrade to MiaRec’s LLM-based Topic Analysis! Our latest features not only enhance the accuracy of topic identification but also provide deeper insi …
Using Auto Call Scoring To Choose The Right Calls For Manual Review
By John Ortiz on October 7, 2024 at 8:15 AM
If you have ever done manual QA, you know that finding a call to review can take up to 30 minutes (and sometimes longer). Tools like call randomizers can help somewhat, but you still don't know if you are reviewing the right calls. As you want to automate your QA processes with automa …
The Power of Auto Call Summaries: Transforming Information Overload
By John Ortiz on October 3, 2024 at 12:32 PM
With the volume of customer interactions increasing for contact centers, the need for efficient call documentation has never been greater. Automatic call summarieshave emerged as a powerful tool to streamline this process, ensuring that key insights are captured without burdening agen …
How You Can Semi-Automate Your Agent Evaluation With A Custom GPT
By John Ortiz on September 2, 2024 at 12:14 AM
Let's face it. Manual QA can be a real drag. It's tedious, time-consuming, and labor-intensive — and let's not even get started on the potential for human error. Here at MiaRec, we see firsthand the enormous time savings and service quality improvements our Auto QA solution can achiev …
How You Can Create Agent Schedules In A Few Minutes With A Custom GPT
By John Ortiz on August 22, 2024 at 9:47 AM
As a contact center manager, you know that manually creating agent schedules is tedious and time-consuming. The alternative is to automate using a Workforce Management (WFM) solution, which can be cost-prohibitive if you aren't using it to its full capacity. Having been a contact cent …
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 …
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 (Literally) On Our Soapbox About AI
By Victoria Piazza 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.
MiaRec's QA Dashboards & Analytics: Insights & Trend Analysis
By John Ortiz on March 21, 2024 at 8:25 AM
An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible. For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. Howeve …