How Home Care Contact Centers Can Use AI To Flag Critical Patient & Aide Incidents Automatically
By Gennadiy Bezkorovayniy on December 22, 2025 at 8:06 AM
Home care organizations receive an enormous volume of phone calls every day — from patients, family members, and the aides assigned to support them. A family member calls to report that a patient has been hospitalized. An aide calls the coordinator to report feeling unsafe during a vi …
How Hospitality Contact Centers Can Turn Reservation Calls Into Hyper-Personalized Guest Experiences
By Gennadiy Bezkorovayniy on November 19, 2025 at 11:25 PM
In hospitality, the guest experience is everything. Studies have shown that 86% of guests are willing to pay more for a better experience in the hospitality sector, and 72% are more likely to make repeat bookings if they had a positive experience (Zipdo). In addition, hotels offering …
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 …
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 …
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 …
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 …
MiaRec Midyear Update with CX Today
By MiaRec Team on July 3, 2024 at 8:59 AM
CX Today’s Charlie Mitchell sits down with MiaRec CEO, Gennadiy Bezko, as he proudly showcases our latest innovations: AI Prompt Designer, LLM-based sentiment analysis, and robust multi-language support. These groundbreaking advancements are just the beginning of MiaRec's commitment t …
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 …