Generative AI-Powered Call Scoring: Benefits & How To Setup [Video]
By John Ortiz on July 31, 2023 at 7:32 PM
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When deciding on quality management solutions for your contact center, like MiaRec’s Automated Quality Management (AQM) solutions, you wonder how you can use them to get the best ROI. At MiaRec, we customize our AQM solutions to meet contact center demands across industries, including …
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.
Beyond Post-Call Surveys: Understanding Voice Of The Customer (VoC) For Contact Centers
By John Ortiz on May 26, 2023 at 4:03 PM
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If your customers are not responding to post-call surveys, how will you know how they feel about your contact center? Understanding your Voice of the Customer (VoC) is essential to improving contact center operations.
Top 3 Questions For MiaRec Auto Call Summary: Streamline Post-Call Work With ChatGPT
By Gennadiy Bezkorovayniy on May 12, 2023 at 12:41 PM
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With all the commotion on how ChatGPT could be redefining contact centers, you wonder what this means for your contact center. How can you take advantage of the new ChatGPT-driven solutions on the market?
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 …
The ROI On Automated Quality Management For Contact Centers [Free Calculator]
By Tatiana Poly on March 31, 2023 at 9:39 PM
Isn’t it exhausting spending hours each week listening to your agents’ calls and manually grading their performance? With each call lasting up to 30 minutes to an hour, how are you meant to evaluate every call and get the full picture of what’s going on in your contact center? Most co …
New Automated QA Feature Update Helps You Improve Auto Score Card Accuracy
By Gennadiy Bezkorovayniy on January 30, 2023 at 5:30 AM
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A few weeks ago, we compared manual agent evaluation vs. software-supported agent scoring vs. automated call scoring for quality assurance. The conclusion was that while manual scoring usually leads to more accurate results than auto scoring, it is very labor- and time-intensive, resu …
Call Scoring in Contact Center: Manual Vs. Keyword-Based Vs. Generative AI-based [Comparison, Use Cases, Benefits]
By Gennadiy Bezkorovayniy on January 9, 2023 at 2:01 AM
"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 …
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 …
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 …