Why You Should Never Underestimate the Voice of the Customer
By MiaRec Team on June 21, 2022 at 8:54 AM
The Voice of the Customer (VOC) is one of the most obvious, yet underutilized tools organizations have at their disposal to create outstanding customer experiences, increase customer loyalty and retention, and boost profits.
Top 3 Takeaways of PCI DSS 4.0
By MiaRec Team on May 19, 2022 at 7:33 AM
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PCI DSS 4.0: What Is It? Call compliance requires considerable effort from any company, but some call compliance laws are more challenging than others. PCI DSS can be one of the most challenging, but you know that already if you take credit cards online, in person, or especially over …
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 …
The Pros & Cons Of On-Premise Vs. Cloud Call Recording
By Gennadiy Bezko on April 7, 2022 at 10:55 PM
Once upon a time, call recording was so expensive that the only companies that adopted call recording were the ones that had the money to invest and could not afford to not record calls due to possible lawsuits, compliance issues, and the like. But those times are long gone — partly d …
How To Ensure PCI DSS Compliance (And Why Most Get It Wrong)
By Gennadiy Bezko on March 31, 2022 at 4:52 AM
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In 2021, a massive data cache containing 3.2 billion accounts associated with a variety of services was exposed in one of the largest PCI data breaches in the world.
Take The Quiz: How Efficient Is Your Contact Center?
By MiaRec Team on March 15, 2022 at 10:00 PM
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We all know that contact centers are crucial to our customers' total experiences. But did you know that, according to a Microsoft Dynamics 365 study from 2020, 50% of your customers think that customer service is very important when it comes to their loyalty to your brand and 40% thin …
Why You Should Start Tagging Every Contact Center Call Now
By Gennadiy Bezko on February 28, 2022 at 5:03 AM
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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 …
How to ensure your remote agents are PCI compliant
By Tatiana Poly on December 3, 2021 at 2:12 AM
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The COVID-19 crisis has changed the business world as we know it, and contact centers from every industry had to adapt to the new normal and find the new ways of managing the workforce and providing exceptional customer experience.
New Revenue Opportunities For Service Providers
By Tatiana Poly on March 24, 2021 at 4:21 AM
The hosted telephony market is becoming increasingly competitive, as businesses in North America and worldwide turn to hosted IP telephony and unified communications services. Call recording services offers Service Providers opportunities for new revenue streams and new ways to differ …
Top 10 Phrases To Use In Customer Service
By Tatiana Poly on March 2, 2021 at 4:21 AM
In a customer service environment the right language is truly important. If we are talking about sales calls it is even more important. Certain words and phrases can have a huge impact and either make or break the whole impression and the way a customer feels about your business.