What is the difference between WFO, WFM, WEM, Conversation Intelligence & More
By Tatiana Poly on February 13, 2023 at 11:31 PM
Are you looking to upgrade your contact center software but struggling to navigate all the different terms describing various market segments? Do you not fully understand the difference between WFO, WFM, and WEM and how Customer Engagement platforms fit into all this? If so, you are n …
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 …
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 …
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 …
MiaRec Emerges as Conversational Analytics Provider with Enhancements
By Gennadiy Bezkorovayniy on October 27, 2022 at 12:16 PM
The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions.
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.
9 Things To Consider When Preparing to Record Microsoft Teams
By MiaRec Team on March 31, 2022 at 9:36 AM
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If your company adopted Microsoft Teams for customer interactions, you are not alone. But now you have to figure out how to record your Teams calls, and it's daunting. The following is a checklist that will help you zero in on a platform that records Microsoft Teams, and more importan …
Take The Quiz: How Efficient Is Your Contact Center?
By MiaRec Team on March 15, 2022 at 10:00 PM
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We all know that contact centers are crucial to our customers' total experiences. But did you know that, according to a Microsoft Dynamics 365 study from 2020, 50% of your customers think that customer service is very important when it comes to their loyalty to your brand and 40% thin …
Why Your Analytics Don’t Provide Visibility (And How to Fix It)
By MiaRec Team on January 10, 2022 at 8:03 PM
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We’re drawing analytics from every source we can. Click sensors give us heat maps of website activity. Keyloggers tell us when people change their minds at the point of sale. We use machine learning and AI to scour through surveys, analyze call recording transcripts, predict buying ha …
5 Critical Pieces of Data Hiding in Your Call Recordings
By Tatiana Poly on November 30, 2021 at 4:21 AM
Every hour of every day, companies launch campaigns to gain awareness of customer feeling about their products and services. They’ll use surveys, cold calls, web bots, questionnaires, feedback prompts, and the list goes on. While all of these methods have merit, they're also flawed be …