We Built Auto QA to Automate QA. Our Customers Used It to Transform Their Business.
By Tatiana Poly on May 20, 2025 at 1:41 PM
When we first launched our Auto QA solution, we expected companies to adopt it for one reason: to automate the tedious process of manual call reviews. And many did. But over time, something unexpected happened. Our customers started telling us they were getting so much more out of it …
AI Is Everywhere, But ROI Is Rare — Why CX Is Leading the Way
By Tatiana Poly on April 29, 2025 at 12:11 PM
Over the last few years, Artificial Intelligence (AI) has shifted from a futuristic concept to a core part of business conversations in every boardroom. Adoption has been staggering. According to McKinsey, 78% of companies now use AI in at least one function—up sharply from just 55% i …
Rethinking Voice of the Customer: Using AI to Measure What Really Matters in CX
By Tatiana Poly on January 28, 2025 at 2:57 PM
-Feb-09-2025-02-16-12-4486-AM.png)
Voice of the Customer (VoC) has long been a cornerstone of customer experience (CX) strategies. Traditionally, organizations have relied on surveys to capture insights about customer perceptions, satisfaction, and expectations. These surveys are versatile, cost-effective, and provide …
Who Is Not A Good Fit For MiaRec?
By Tatiana Poly on March 18, 2024 at 1:42 AM
When it comes to selecting the right Conversation Intelligence solution for your organization, it is crucial that you assess various vendors to ensure they align with your specific needs. Depending on those needs, some vendors will be a better fit than others.
Best Contact Center AI Use Cases
By Tatiana Poly on February 16, 2024 at 11:45 AM
Artificial Intelligence (AI) is transforming how organizations utilize data. How can your contact centers adopt AI solutions to improve business workflows, boost revenue, and more?
Top Call Center QA Challenges and How AI-Powered Solutions Can Help
By Tatiana Poly on February 14, 2024 at 4:05 PM
.png)
Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center mana …
5 Value-Adding Conversation Intelligence Use Cases for Contact Centers
By Tatiana Poly on November 26, 2023 at 7:52 PM
CX Today | MiaRec Tatiana Polyakova, COO of MiaRec, joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions. These are: Use Case 1 – Capturing the true voice of the customer Use Case 2 – Monit …
Real-Time vs Post-Call Analytics: Benefits, Use Cases, & Differences
By Tatiana Poly on November 14, 2023 at 3:10 PM
Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. …
MiaRec Big CX Update [Including Video]
By Tatiana Poly on August 6, 2023 at 5:05 PM
-3.png)
BIG CX UPDATE | MiaRec Tatiana Polyakova, COO of MiaRec, joins Kieran Devlin of CX Today for the Big CX Update to talk about: 🆕 The new products and features coming to MiaRec 🏆Transforming quality management in the contact center 🤖 Leveraging generative AI and Machine Learning in t …
Support Financial Services Contact Center Compliance & Customer Strategies with Voice Analytics
By Tatiana Poly on July 14, 2023 at 9:21 AM
.png)
Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?