Understanding PCI-DSS for Contact Centers: Compliant vs. Compliance
By Tatiana Poly on April 11, 2023 at 2:19 PM
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Disclaimer: The materials on this site comprise of MiaRec's views; they do not constitute legal or other professional advice.
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 …
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 …
What is the difference between WFO, WFM, WEM, Conversation Intelligence & More
By Tatiana Poly on February 13, 2023 at 11:31 PM
Are you looking to upgrade your contact center software but struggling to navigate all the different terms describing various market segments? Do you not fully understand the difference between WFO, WFM, and WEM and how Customer Engagement platforms fit into all this? If so, you are n …
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 …
Introducing Love At First Sight: A Voice Analytics Cookbook
By Gennadiy Bezkorovayniy on January 12, 2023 at 1:33 AM
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Have you ever tried to start a journal or a letter only to stare at blank pages? Or have you ever wanted to paint something only to feel intimidated by the white canvas in front of you?
Manual Agent Evaluation vs. Automatic Call Scoring for Quality Assurance
By Gennadiy Bezkorovayniy 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 …
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 …