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?
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 …
AI Agent Assist Will Be Replaced With AI Voice Agents. Which Technology Is Worth Investing In?
By Gennadiy Bezko on February 8, 2025 at 2:17 PM
In recent years, many contact centers have implemented or are considering implementing AI-powered Agent Assist technology to help customer service representatives resolve customer issues more quickly and accurately. Agent Assist has become a de-facto standard technology that companies …
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.
[What, How, Watch] Exploring MiaRec’s Innovations in Contact Center QA
By MiaRec Team on August 5, 2024 at 11:01 AM
Welcome to the forefront of contact center technology! In this post, we’re excited to explore three groundbreaking demos presented by John Ortiz, Technology Sales Manager at MiaRec. These demos showcase the transformative power of generative AI in revolutionizing contact center qualit …
7 Misconceptions about AI-Based Auto QM in Contact Centers
By John Ortiz on December 10, 2023 at 7:24 PM
Every contact center managers has their tried and true method of evaluating calls they have developed over the years. For me, it was my trusted Excel spreadsheet I had developed to evaluate my agent's performance. So I get it if trading in the trusted spreadsheet or other familiar met …
Agent Evaluations Best Practices: The Importance of Automated Call Scoring
By John Ortiz on June 8, 2023 at 4:28 PM
An effective agent evaluation process is key to knowing how your contact center is performing. How can your contact center use agent evaluations to get the best ROI?