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 …
Support Financial Services Contact Center Compliance & Customer Strategies with Voice Analytics
By Tatiana Poly on July 14, 2023 at 9:21 AM
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Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?
30 Contact Center Customer Insight Use Cases Your Organization Will Love
By John Ortiz on June 19, 2023 at 3:37 PM
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As you consider Voice Analytics solutions for your contact center, you want to ensure you use it to its fullest potential. Voice Analytic solutions can analyze your calls for valuable customer insights that can improve agent performances, drive sales and marketing initiatives, and imp …
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 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 …
Using Contact Center Intelligence to Detect Customer Disappointment
By Tatiana Poly on April 4, 2023 at 1:08 PM
It's no secret that customer disappointment can have a severe impact on your bottom line. Research shows that it can be up to 25 times more expensive to invest in new customers than to retain existing ones (Invesp). After just one bad experience, around 80% of consumers say they would …
You Asked, We Answered: 9 Things to Know Before Your MiaRec Demo
By John Ortiz on March 28, 2023 at 7:47 AM
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Are you considering scheduling a product demo to see if MiaRec’s Conversation Intelligence and Automated Quality Management platform will meet your contact center’s needs? We want you to have all the information available so that you can make the right decision for you and your team. …
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 …