Manual Agent Evaluation vs. Automatic Call Scoring for Quality Assurance
By Gennadiy Bezko on January 9, 2023 at 2:01 AM
Call centers have long used manual call scoring to ensure quality assurance. But with advances in AI and Voice Analytics, automated call scoring is quickly becoming the preferred method for many contact center managers. In this blog post, we'll explore three main approaches to call sc …
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 …
Tips On How To Maximize Your Call Center ROI
By Tatiana Poly on November 16, 2022 at 7:38 AM
In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence. By measuring and maximizing the return on investment on your contact center in general and your Conversational Analytics solution …
Key Findings From The Cavell Cloud Communications Summit
By Gennadiy Bezko on November 8, 2022 at 11:05 PM
The way the world communicates has changed considerably over the last few years. Service Providers have had to evolve with the market and adapt to the the way businesses seek to enable their workforces to communicate with customers and colleagues.
How To Build A Rock-Solid Business Case: Conversational Analytics For Your Contact Center
By Gennadiy Bezko on November 7, 2022 at 6:45 AM
Building a business case can feel a little like staring at a blank page, not knowing where to start at times. You know how important Artificial Intelligence and Machine Learning are for your contact center as they help extract valuable data from thousands of customer interactions. But …
MiaRec Emerges as Conversational Analytics Provider with Enhancements
By Gennadiy Bezko on October 27, 2022 at 12:16 PM
The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions.
New CMS Call Recording Requirements for Insurance Providers
By Tatiana Poly on October 26, 2022 at 5:05 AM
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The Center for Medicaid and Medicare Service (CMS) has issued some new major changes to the compliance rules and guidelines that will apply to Medicare Advantage and Part D plans. The new CMS call recording requirements will apply to all independent insurance agents and are set to tak …
What Microsoft’s Digital Contact Center Means for Call Recording & CX
By MiaRec Team on August 3, 2022 at 10:09 AM
Microsoft continues to increase its presence in the UCaaS and Contact Center markets. Just as Microsoft fully unveils its Digital Contact Center, it posts earnings that reveal the Teams Phone has over 12 million PSTN users.
How To Separate The Cream From The Crop With These 10 Standard Call Recording Features
By MiaRec Team on July 5, 2022 at 4:48 AM
Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same.
Training The Virtual Contact Center
By MiaRec Team on June 24, 2022 at 4:40 AM
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Cisco Live! Was an eye-opening and exciting event for our team, and the feeling on the ground was electric. With everyone holed up in virtual participation the past few years, it was nothing short of a high energy reunion, complete with live acts, a moving stage and most of all, Cisco …