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 …
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 …
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 …
How MiaRec Helps BPOs Overcome 5 Common Challenges
By John Ortiz on July 1, 2024 at 10:14 AM
Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study, 83% of BPOs are looking to cut costs and 82% are trying to standardize pr …
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 …
30 Contact Center Customer Insight Use Cases Your Organization Will Love
By John Ortiz on June 19, 2023 at 3:37 PM
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As you consider Voice Analytics solutions for your contact center, you want to ensure you use it to its fullest potential. Voice Analytic solutions can analyze your calls for valuable customer insights that can improve agent performances, drive sales and marketing initiatives, and imp …
8 Contact Center-Generated Customer Insights Your Marketing & Sales Team Needs
By Tatiana Poly on August 12, 2022 at 12:11 AM
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Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company?
How To Use Keyword Spotting In Call Recordings To Boost Customer Retention & Increase Profits
By Tatiana Poly on April 12, 2022 at 5:15 AM
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While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an organization. Existing customers:
Can Speech Analytics Really Increase Customer Satisfaction?
By Gennadiy Bezkorovayniy on December 9, 2021 at 5:00 AM
Speech analytics ads are saturated everywhere and the headlines are starting to blend together. “Uncover actionable insights”, “amplify the voice of the customer”, “gather sentiment with AI”, and so on. But do speech analytics actually deliver on the multitude of promises they’re sold …