What's New at MiaRec in 2024/ Interview for Call Centre Helper TV
By Gennadiy Bezkorovayniy on January 15, 2024 at 4:38 PM
Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. Building on the incredible strides we've made in the field of AI throughout 2023, the MiaRec team is committed to harness …
Call Scoring: Manual vs Keyword-Based vs Generative AI-based
By Gennadiy Bezkorovayniy on October 7, 2023 at 4:43 PM
![Call Scoring: Manual vs. Keyword-Based vs. Generative AI-based [Comparison, Use Cases, Benefits]](https://blog.miarec.com/hubfs/Portrait%20of%20smiling%20businesswoman%20with%20employees%20in%20call%20center.jpeg)
"Did the agent say their name?", "Did they get consent for recording?", "Did the agent resolve the matter on the first call?" and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With hundreds or even thousands of calls …
What To Expect When Setting Up Topic Analysis
By John Ortiz on September 24, 2023 at 4:11 PM
Imagine you could listen to all your call recordings and pick out the ones in which customers mention the new marketing campaign. Or those calls in which customers demand a refund because their perishable dog food was delivered a day late again and is now spoiled. Or those calls where …
Topic & Sentiment Analysis in Contact Centers: Definitions, Use Cases, Benefits
By John Ortiz on August 30, 2023 at 6:12 PM
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CX Today | MiaRec John Ortiz, MiaRec's Technology Sales Manager, joins Charlie Mitchell of CX Today for the CX Today discussion to talk about: * Definitions for topic and sentiment analysis * Contact center use cases and and benefits of both * Implementing topic and sentiment analysis …
Customizing Scorecards For Your Contact Center: The Do’s And Don’ts
By John Ortiz on July 28, 2023 at 3:08 PM
When 55% of consumers walk away from a company after experiencing bad customer service, your contact center must always provide quality interactions and support. Using scorecards to grade your agents’ calls can ensure agents are consistently keeping customers happy.
Agent Evaluations Best Practices: The Importance of Automated Call Scoring
By John Ortiz on June 8, 2023 at 4:28 PM
An effective agent evaluation process is key to knowing how your contact center is performing. How can your contact center use agent evaluations to get the best ROI?
Conversation Intelligence vs. Voice Analytics And More: What Is Best For You?
By Tatiana Poly on May 19, 2023 at 8:59 AM
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 …
Top 6 Topic Analysis Use Cases For Any Contact Center
By John Ortiz on April 21, 2023 at 3:06 PM
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As you see Voice Analytic solutions promote their Topic Analysis capabilities, you start to wonder what is so special about organizing calls by topics. Because Topic Analysis is such a versatile tool, it is hard to give a simple answer on how to best use it. It can boost agent morale, …
Maximize the ROI of Contact Center Voice Analytics: Top 5 Use Cases
By John Ortiz on April 12, 2023 at 4:04 PM
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Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best …
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 …