How Hospitality Contact Centers Can Recapture Missed Reservations with AI
By Gennadiy Bezkorovayniy on November 11, 2025 at 9:09 AM
Every day, your hotel’s reservation team fields a nonstop stream of calls—each one a potential booking, each one a chance to hit your occupancy goals. Yet, for all that effort, far too many of those conversations end the same way: “I’ll call back,” “Let me check with my spouse,” or “T …
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 …
Call Types: Unlocking VOC Insights with AI-Driven Call Categorization
By Gennadiy Bezkorovayniy on December 22, 2023 at 1:32 AM
You receive hundreds if not thousands of calls every day. But do you know what your customers are calling about? Since the introduction of Voice Analytics in 2021, MiaRec has been at the forefront of using Artificial Intelligence, Large Language Models, and Machine Learning to turn th …
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 …
Beyond Post-Call Surveys: Understanding Voice Of The Customer (VoC) For Contact Centers
By John Ortiz on May 26, 2023 at 4:03 PM
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If your customers are not responding to post-call surveys, how will you know how they feel about your contact center? Understanding your Voice of the Customer (VoC) is essential to improving contact center operations.
26 Contact Center Analytics Software Terms You Should Know
By Gennadiy Bezkorovayniy on December 19, 2022 at 12:19 AM
" AI-Related Terms \n \n Generative AI \n Large Languge Model \n " " A B " If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact cen …
How To Spot Product Trends Or Issues Using Contact Center Data
By MiaRec Team on September 15, 2022 at 12:38 AM
With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world …
10 Signs That Your Contact Center Is At Risk For A Security Breach
By Gennadiy Bezkorovayniy on August 25, 2022 at 3:47 AM
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Daily, contact centers generate, manage, and store an enormous amount of sensitive personal data, such as payment card details, social security numbers, contact details, and much more. However, that data has huge financial value as it could be sold and bought by cybercriminals, making …
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?
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 …