How To Use AI To Drastically Improve Contact Center Script Adherence
By Tatiana Poly on January 5, 2023 at 11:25 PM
Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call an …
5 Mistakes Companies Make In Phone Support & How To Fix Them
By MiaRec Team on October 12, 2022 at 5:18 AM
First impressions matter, and your phone support team is often the first interaction potential customers have with your company. According to a study by American Express, excellent customer service is the number one factor that determines whether or not customers will do business with …
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 …
Introducing MiaRec's Auto Score Card: Evaluate Agent Performance On 100% Of Your Calls
By MiaRec Team on April 27, 2022 at 8:56 AM
Peter Drucker, one of the most widely-known and influential management consultants and educators, coined a famous saying: "You can't manage what you can't measure." This is very true for improving the service quality of contact center interactions. How can you possibly elevate the exp …
6 Expert Tips On Agent Evaluation That Will Save You Lots Of Time
By Tatiana Poly on April 19, 2022 at 5:34 AM
Every contact center manager worth their salt knows how valuable it is to consistently and frequently evaluate their agents. Properly monitoring agent performance greatly contributes to the efficiency of the agent as well as the overall team. It also identifies training opportunities …
3 Contact Center KPIs You Should Be Tracking, But Probably Aren't
By MiaRec Team on March 2, 2022 at 5:14 AM
Market conditions and customer expectations have drastically changed over the last few years, putting a lot more pressure on contact centers to resolve issues quickly and fully while providing the best possible customer experience.
Why You Should Start Tagging Every Contact Center Call Now
By Gennadiy Bezkorovayniy on February 28, 2022 at 5:03 AM
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Contact center managers having access to call recordings isn't new. A poll done in 2015 on Callcentrehelper.com showed that 95% of supervisors had access to those recordings. However, we know from experience that, traditionally, only 1-2% of all recordings are actually listened to for …
Top 10 Phrases To Use In Customer Service
By Tatiana Poly on March 2, 2021 at 4:21 AM
In a customer service environment the right language is truly important. If we are talking about sales calls it is even more important. Certain words and phrases can have a huge impact and either make or break the whole impression and the way a customer feels about your business.
Building Call Center Efficiency Through Call Recording
By Tatiana Poly on March 1, 2021 at 4:21 AM
All successful businesses must focus on a complex blend of customer service and internal process improvements to build efficiency. Are they meeting customer needs, providing customer satisfaction, eliminating internal inefficiencies, and optimizing employees’ performance?
The Benefits of Call Recording Solutions for Sales Teams
By Tatiana Poly on November 25, 2020 at 4:21 AM
Sales teams are under more pressure than ever before to deliver results. Because of this, they need every advantage possible to exceed their goals, including call recording solutions.