Stop Waiting on Reports: A Look Inside Ask AI by MiaRec
By John Ortiz on October 19, 2025 at 5:42 PM
A Conversation About Speed, Simplicity, and AI Earlier this month, I joined Steve Morrell, author of The Inner Circle Guide to Agentic AI, for a conversation about something every contact center leader wrestles with — how to get from data to decisions faster.
6 Ways To Boost Your Hospitality Contact Center with Generative AI
By John Ortiz on May 14, 2025 at 6:21 AM
Are you struggling with low CSAT scores in your hospitality contact center? Are you looking for ways to automate your contact center processes and start using AI to eliminate some of your biggest pain points?
Boost Customer Retention With MiaRec's New Customer Churn Risk Score & Dashboard
By John Ortiz on April 21, 2025 at 6:39 PM
Tracking churn risk has long been one of the toughest—and most critical—challenges for CX and Operations leaders. Numerous statistics highlight the importance of reducing customer churn. One in particular never ceases to amaze me as a former contact center manager: A study by Bain &am …
How To Gauge Customer Churn Risks Using Traditional vs. AI-Based Metrics
By John Ortiz on March 26, 2025 at 2:11 AM
For CX and Operations leaders, understandingcustomer churn risk is essential to proactively address issues before customers leave. Your contact center is on the front lines of customer interactions, so it logs many leading indicators of churn and has levers to influence retention thro …
The Financial Impact Of Customer Churn (Direct vs. Indirect Costs)
By John Ortiz on March 17, 2025 at 11:32 AM
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When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing one …
How Contact Center AI Can Help Reduce Customer Churn
By John Ortiz on March 9, 2025 at 12:00 AM
Did you know that reducing your customer churn rate by just 5% could lead to a profit increase of up to 125%? Or that acquiring a new customer can cost as much as five times more than retaining an existing one, according to the Harvard Business Review? Contact centers equipped with th …
Benefits & Limitations Of MiaRec's AI-Powered Individualized Coaching Suggestions For Contact Center Agents
By John Ortiz on December 23, 2024 at 8:00 AM
If there is one thing I would have liked to have had in my role as a sales contact manager a few years ago, it would have been the ability to provide my agents with some personalized feedback after every call. Okay, that and Auto QA because manually evaluating agents was a never-endin …
How Sales Contact Centers Can Use AI Insights To Increase Efficiency And Profitability
By John Ortiz on December 10, 2024 at 7:45 AM
Are your sales agents spending excessive time on administrative work, like logging call details and updating CRM data? Are you struggling to make sure they are spending their time effectively on the calls that matter most rather than getting bogged down in lower-value interactions? I …
6 High-Impact Ways To Improve Your Sales Performance Using AI Insights
By John Ortiz on December 3, 2024 at 3:01 AM
Did you know that only 21% of sales calls result in a win, and up to 60% of sales interactions end in indecision? While these facts might be surprising, they also show that there is a lot of room for improvement when it comes to sales performance. This is where AI Insights come in.
Sales Contact Centers: How AI Insights Can Help You Boost Revenue
By John Ortiz on November 27, 2024 at 2:52 AM
Are you under a lot of pressure recently to increase revenue? Do you feel like you have to do more with less? As a former contact center manager, I have walked in your shoes and know firsthand what it is like. Not only do you have to run a super-tight ship with dozens of KPIs breathin …