If you haven’t heard of “4PM” it’s because we created it here at Miratech! It’s a strategy that combines the critical elements needed for a successful Genesys implementation and the meticulous planning and management practices Miratech has developed for our projects. 4PM stands for PEOPLE, PLANNING, PROCESS, PLATFORM, and MIRATECH MANAGEMENT. As you can […]
We all know the feeling of being overwhelmed by having too many passwords. In Joan’s call center alone she has to login to her desktop, email system, project management tool, time tracking system, in-office messenger, training portal… her office entrance is even protected by a security code. It can all get quite frustrating and sometimes […]
Every Genesys specialist, sooner or later, starts to think about the Genesys certification exam. This certificate can be extremely useful for supervisors, technical specialists and, of course, consultants. Passing this test is a great way to confirm your skills and discover your weaknesses. I have already passed the Genesys certification twice so here are some […]
Miratech is often called in to troubleshoot issues and rescue failing Genesys implementations within call centers. Between that, over 3 million hours of installing, customizing and operating the Genesys platform and over 200 dedicated Genesys consultants and engineers worldwide, it’s safe to say we’ve seen it all! While call centers often take the necessary steps […]
A Genesys implementation is a big undertaking and relies heavily on a technical team (internal or outsourced) to build the foundation for customer service operations and customer experience. Because of this, it is imperative to have a talented team to execute and manage the implementation. That’s where the DevOps team comes in. “DevOps” is a […]
Your team has worked to develop the vision for your call center transformation, to ultimately improve your customer experience and create more efficiencies in your operations. With Genesys as your technology solution of choice to put your vision into action, you are ready to prepare for implementation. But, stop right there… Are you aware of […]
That’s an impressive figure for just about any company’s annual revenue. But when it’s the annual volume of cybercrime (even higher than the drug trade) it’s frightening. And with many physical and online information security procedures growing stronger and more sophisticated, more and more of that cybercrime is aimed at the one area that has […]
Call centers were a big target of cyber criminals last year. But they weren’t alone. That’s why 2018 was a banner year – for cybercrime. Here are 10 of the biggest cyber breaches of the year: A total system compromise of luxury department stores Saks Fifth Avenue and Lord & Taylor, both owned by Hudson […]
With the rise of big data, you have the ability to collect tons of information about how your call center is performing. However, we also know that sometimes all that data can be overwhelming and difficult to make sense of. Genesys offers extensive data analysis and reporting capabilities that can give your business invaluable insight […]
In a typical call center, up to 10% of call recordings could be missing. There is no single reason why a call recording is lost, but when it does it can jeopardize agent performance and, even worse, customer relationships – not to mention quality and regulatory compliance requirements. Recovering Lost Calls Fortunately, Genesys offers a […]