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.
The Pros & Cons Of On-Premise Vs. Cloud Call Recording
By Gennadiy Bezkorovayniy 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 …
Contact Centers Will Have To Evolve Drastically, Or Risk Being Left Behind
By Gennadiy Bezkorovayniy on March 28, 2022 at 5:35 AM
Some executives and industry analysts call 2020 a watershed moment for Digital Transformation or a “customer experience revolution” (Gartner). And it is true. Enormous shifts have occurred in just the last two years. For example, McKinsey states that the massive shift to remote work t …