26 Contact Center Analytics Software Terms You Should Know
By Gennadiy Bezkorovayniy on December 19, 2022 at 12:19 AM
" AI-Related Terms \n \n Generative AI \n Large Languge Model \n " " A B " If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact cen …
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.
Why Voice Tonality Isn't The Most Accurate Way To Recognize Customer Sentiment (And What To Do Instead)
By Gennadiy Bezkorovayniy on September 22, 2022 at 5:13 AM
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When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling.
How To Spot Product Trends Or Issues Using Contact Center Data
By MiaRec Team on September 15, 2022 at 12:38 AM
With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world …
10 Signs That Your Contact Center Is At Risk For A Security Breach
By Gennadiy Bezkorovayniy on August 25, 2022 at 3:47 AM
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Daily, contact centers generate, manage, and store an enormous amount of sensitive personal data, such as payment card details, social security numbers, contact details, and much more. However, that data has huge financial value as it could be sold and bought by cybercriminals, making …
8 Contact Center-Generated Customer Insights Your Marketing & Sales Team Needs
By Tatiana Poly on August 12, 2022 at 12:11 AM
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Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company?
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 …
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 …
Can Speech Analytics Really Increase Customer Satisfaction?
By Gennadiy Bezkorovayniy on December 9, 2021 at 5:00 AM
Speech analytics ads are saturated everywhere and the headlines are starting to blend together. “Uncover actionable insights”, “amplify the voice of the customer”, “gather sentiment with AI”, and so on. But do speech analytics actually deliver on the multitude of promises they’re sold …
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 …