How Collectibles Dealers Can Prevent Risky Agent Language & Sell With Confidence Using MiaRec AI
By Gennadiy Bezko on November 6, 2025 at 11:43 PM
For many collectibles dealers, sales teams are passionate storytellers. They know their coins, stamps, or sports cards inside and out, and their passion and enthusiasm help close deals. But sometimes that is exactly what gets them into trouble as they cross a line. A single phrase lik …
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 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 …
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 …
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.
How Contact Center AI Can Help Improve Team Morale & Reduce Agent Turnover
By John Ortiz on May 11, 2024 at 2:44 PM
In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes …
Call Scoring: Manual vs Keyword-Based vs Generative AI-based
By Gennadiy Bezko on October 7, 2023 at 4:43 PM
![Call Scoring: Manual vs. Keyword-Based vs. Generative AI-based [Comparison, Use Cases, Benefits]](https://blog.miarec.com/hubfs/Portrait%20of%20smiling%20businesswoman%20with%20employees%20in%20call%20center.jpeg)
"Did the agent say their name?", "Did they get consent for recording?", "Did the agent resolve the matter on the first call?" and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With hundreds or even thousands of calls …
Customizing Scorecards For Your Contact Center: The Do’s And Don’ts
By John Ortiz on July 28, 2023 at 3:08 PM
When 55% of consumers walk away from a company after experiencing bad customer service, your contact center must always provide quality interactions and support. Using scorecards to grade your agents’ calls can ensure agents are consistently keeping customers happy.
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?
Conversation Intelligence vs. Voice Analytics And More: What Is Best For You?
By Tatiana Poly on May 19, 2023 at 8:59 AM
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When looking for ways to upgrade your contact center, you face an onslaught of industry jargon. Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution? As new contact …