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 …
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 …
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 …
AI Agent Assist Will Be Replaced With AI Voice Agents. Which Technology Is Worth Investing In?
By Gennadiy Bezkorovayniy 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 …
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
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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 …
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 …
Press 0 for the Future: Voice AI Agents Set to Transform Contact Centers in 2025
By MiaRec Team on December 12, 2024 at 3:50 PM
Curious about where the contact center industry is headed in 2025? MiaRec Founder and CEO, Gennadiy Bezkorovayniy shares his bold predictions in a short, insightful video. From the decline of IVRs and text-based chatbots to the rise of Voice AI Agents that could replace human support …
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.