Top Call Center QA Challenges and How AI-Powered Solutions Can Help
By Tatiana Poly on February 14, 2024 at 4:05 PM
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Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center mana …
Understand AI, ML & Co in Contact Centers: Definitions & Explanations
By Gennadiy Bezkorovayniy on December 7, 2023 at 9:55 PM
Whether you haven't officially dabbled with Contact Center AI yet or you are a trailblazer, you will have heard different, confusing, and sometimes conflicting things about what Artificial Intelligence (AI) can and cannot do. At MiaRec, we have provided hundreds of contact centers wit …
Transforming Quality Assurance in Contact Centers with Generative AI
By Gennadiy Bezkorovayniy on September 24, 2023 at 3:17 PM
How many calls are you currently assessing for quality assurance at the moment? And more importantly, how much time does each supervisor spend on this important task each week?
Are MiaRec’s Cloud-based Voice Analytics Solutions Secure?
By Gennadiy Bezkorovayniy on August 1, 2023 at 5:00 PM
As you consider Voice Analytics solutions for your contact center, you want to know if MiaRec’s cloud-based Voice Analytics solution is secure. How will MiaRec use your data? Will we use your data to train our AI models? At MiaRec we have helped hundreds of contact centers to utilize …
Support Financial Services Contact Center Compliance & Customer Strategies with Voice Analytics
By Tatiana Poly on July 14, 2023 at 9:21 AM
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Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?
Lexicon- vs. Machine Learning-based Sentiment Analysis For Contact Centers
By Gennadiy Bezkorovayniy on June 16, 2023 at 3:29 PM
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Update July 2024: MiaRec now offers a new sentiment analysis based on Generative AI. It is very simple to set and more accurate than the previous ML-based Sentiment Analysis as it now considers the context of the entire conversation. Read this article to learn the difference between M …
Conversation Intelligence vs. Voice Analytics And More: What Is Best For You?
By Tatiana Poly on May 19, 2023 at 8:59 AM
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When looking for ways to upgrade your contact center, you face an onslaught of industry jargon. Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution? As new contact …
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.
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 …
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 …