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 …
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 …
NLP-based vs. LLM-Powered Sentiment Analysis: What's The Difference?
By Gennadiy Bezkorovayniy on July 11, 2024 at 9:32 AM
In June 2023, we published an article that compared lexicon-based with Machine Learning or NLP-based Sentiment Analysis. Now, a little more than one year later, we have made another huge leap forward with Generative AI-based Sentiment Analysis! Update 2025: Breaking news! To complimen …
MiaRec's QA Dashboards & Analytics: Insights & Trend Analysis
By John Ortiz on March 21, 2024 at 8:25 AM
An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible. For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. Howeve …
Top Call Center QA Challenges and How AI-Powered Solutions Can Help
By Tatiana Poly on February 14, 2024 at 4:05 PM
.png)
Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center mana …
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 …
Real-Time vs Post-Call Analytics: Benefits, Use Cases, & Differences
By Tatiana Poly on November 14, 2023 at 3:10 PM
Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. …