Key Findings From The Cavell Cloud Communications Summit
By Gennadiy Bezkorovayniy 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 Bezkorovayniy 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 …
How To Spot Product Trends Or Issues Using Contact Center Data
By MiaRec Team on September 15, 2022 at 12:38 AM
With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world …
Five9 CX Summit Rewind
By MiaRec Team on August 24, 2022 at 9:22 AM
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MiaRec, Five9 CX, and AI (Oh my) We thoroughly expected the Five9 CX Summit to be one of the most exciting shows we've had the privilege of presenting at this year but it far exceeded our expectations. Without fail, every show in the tech industry tells the participants that they're o …
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.
3 Cisco Live 2022 Key Takeaways
By Gennadiy Bezkorovayniy on June 27, 2022 at 4:45 AM
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Last week, my team and I felt really blessed to be able to go to Cisco Live in Las Vegas for the first time in two years — a sentiment that was felt by many of the other conference participants and echoed by Cisco CEO, Chuck Robbins, when he came on stage for the keynote. He opened hi …
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 …
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 …
4 Key Considerations For Setting Virtual, Remote, Or Hybrid Contact Centers Up For Success
By MiaRec Team on April 26, 2022 at 5:31 AM
In the past, very few customer service professionals (5% in 2017) were working from home due to concerns about how it would negatively impact the company culture, collaboration, and work performance, as well as career prospects of the remote agents.