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 …
Crafting Clarity: The Science of AI Prompt Designing
By John Ortiz on November 21, 2024 at 12:02 PM
Contact centers are increasingly turning to AI to enhance customer interactions and streamline operations. One of the key elements of successful AI implementation is effective prompt design. Crafting the right prompts can significantly influence the quality of responses generated by A …
Using AI-Extracted Insights from Contact Center Call Recordings to Reduce Customer Churn
By John Ortiz on October 29, 2024 at 6:09 AM
Are you frustrated by customers leaving, and you wish there was something you could do to engage them proactively? Or are you looking for ways to actively contribute to your organization's bottom line? Thanks to Generative AI-powered Conversation Intelligence, you can identify custome …
Improving Your Self-Service Options Through Topic Analysis Insights
By John Ortiz on October 9, 2024 at 12:17 PM
Did you know that 62% of millennials and 75% of Gen-Z customers almost always prefer self-service to contacting customer support? But that doesn't mean your contact center can't assist them in their customer journey. On the contrary! Using Voice of Customer (VoC) insights gleaned from …
Using Auto Call Scoring To Choose The Right Calls For Manual Review
By John Ortiz on October 7, 2024 at 8:15 AM
If you have ever done manual QA, you know that finding a call to review can take up to 30 minutes (and sometimes longer). Tools like call randomizers can help somewhat, but you still don't know if you are reviewing the right calls. As you want to automate your QA processes with automa …
The Power of Auto Call Summaries: Transforming Information Overload
By John Ortiz on October 3, 2024 at 12:32 PM
With the volume of customer interactions increasing for contact centers, the need for efficient call documentation has never been greater. Automatic call summarieshave emerged as a powerful tool to streamline this process, ensuring that key insights are captured without burdening agen …
How You Can Semi-Automate Your Agent Evaluation With A Custom GPT
By John Ortiz on September 2, 2024 at 12:14 AM
Let's face it. Manual QA can be a real drag. It's tedious, time-consuming, and labor-intensive — and let's not even get started on the potential for human error. Here at MiaRec, we see firsthand the enormous time savings and service quality improvements our Auto QA solution can achiev …
How You Can Create Agent Schedules In A Few Minutes With A Custom GPT
By John Ortiz on August 22, 2024 at 9:47 AM
As a contact center manager, you know that manually creating agent schedules is tedious and time-consuming. The alternative is to automate using a Workforce Management (WFM) solution, which can be cost-prohibitive if you aren't using it to its full capacity. Having been a contact cent …
From Design to Deployment: Mastering AI Prompt Customization with MiaRec
By MiaRec Team on August 20, 2024 at 1:19 PM
In the evolving landscape of artificial intelligence, the interaction between humans and AI is becoming increasingly sophisticated. As contact centers strive to leverage AI to enhance operations, the focus is shifting toward how to fine-tune these interactions to achieve better result …
NLP vs. Generative AI-Powered Topical Analytics
By John Ortiz on August 19, 2024 at 11:11 PM
Do you wish you had more insight into why your customers call your contact center? Or do you already have a Topical Analysis tool in place and wonder if upgrading to the new Generative AI-based tools is worth it? Here at MiaRec, we have helped hundreds of contact centers better unders …