Understanding AI, ML & More in Contact Centres
Whether you haven’t officially dabbled with contact centre AI yet or you are a trailblazer, you will have heard different, confusing, and sometimes conflicting things about what Artificial Intelligence (AI) can and cannot do. At MiaRec, we have provided hundreds […]
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6 Ways to Increase Productivity with AI and Automation
Like a smart security system that automatically locks the door at a certain hour of the day, an energy monitoring system that reduces energy consumption based on your previous usage history, or even smart plugs that allow you to control […]
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Navigating the Future: CX and EX Trends of 2024 – Webinar
The world’s innovators are setting higher experience expectations — leaving little patience for poor performance. In fact, one-third of consumers switched brands in the past year after a negative customer experience. To help businesses innovate and optimize customer engagement, we’ve […]
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11 Call Centre Management Mistakes
Managing a contact centre is a tall order. You’re in a fast-paced, high-pressure environment with a ton of moving pieces and big demands from agents, customers, and the C-suite. With so many spinning plates in your call centre, management mistakes […]
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The Game Changer: Gamification in Contact Centres
In the dynamic world of contact centres, innovation is crucial – and one such innovation making a significant impact is gamification. By integrating game design elements into everyday tasks, gamification transforms agent engagement and productivity, ultimately enhancing the customer experience. […]
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Prevent Pre-Boarding Purgatory and First-Day Ghosting
“You’re hired! We’ll see you in two weeks!” This should seal the deal for your new hires, right? The offer is accepted, and a start date is established. The next step is onboarding, and then your new hires are off […]
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7 Top Tips From an Award-Winning Resource Planning Manager
After winning Gold for ‘Resource Planning Manager of the Year’ at the UK National Contact Centre Awards, Tim Milburn shares his thoughts on what it takes to be an award-winner.
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Contact Centre Insights 2023 Your Wish list for 2024 – Webinar
Panel Guests – Calabrio – SVL – Trainline – Hoover Candy A review of 2023’s biggest challenges – the trends – into discussing the key contact centre strategies for 2024. Jane Thomas will be hosting the interactive panel alongside Scott […]
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Webinar: 5 Ways to Improve Your Contact Centre Service Levels
Your Service Levels have the potential to make or break the reputation of your contact centre – particularly at peak times of the year when volumes spike. That’s why it’s so important to regularly revisit your service level strategy to […]
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Balancing Efficiency and Effectiveness in the Contact Centre
In the dynamic world of customer service, contact centres are more than just communication hubs; they’re the vanguard of a brand’s reputation. As the digital age continues to shape and redefine customer expectations, the role of Quality Assurance (QA) in […]
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