“4Pm” is Critical for Genesys Success
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, …
Password Nightmares: Managing Contact Center Security without the Headache
We all know the feeling of being overwhelmed by having too many passwords. In Joan’s contact 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 …
6 Tips to Pass Genesys Certification Exam
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 …
Simple Issues That Could Cause Big Messes for Your Genesys Platform
Miratech is often called in to troubleshoot issues and rescue failing Genesys implementations within contact 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 …
DevOps: A Look Inside the Complex World of Development & Operations
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. …
10 Things You Must Do Before Transforming Your Contact Center with Genesys
Your team has worked to develop the vision for your contact 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 …
Contact Centers May Become the Weakest Link in Cyber Protection
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 …
Here’s One Top 10 List You Definitely Don’t Want To Be On
Contact 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 …
It’s Time To Improve Your Genesys Reporting
With the rise of big data, you have the ability to collect tons of information about how your contact 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 …
7 Ways to Prevent Contact Center Losses
In a typical contact 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 …