AI QA Contact Center: Accuracy Is The Wrong Metric
Vendors pitch 92.8% accuracy — why that number tells you nothing about QA quality, and what to measure instead.
John Iosifov · 9 min read
Ender Turing blog
Call Center KPIs & Metrics.
Satisfaction measured on 100% of contacts instead of the few who answer a survey.
DSAT: The Metric Your CSAT Score Is Hiding
Your CSAT score averages away your worst customers. DSAT measures dissatisfaction directly — and predicts churn 3x more accurately. Here's how to use it.
John Iosifov · 6 min read
Service Level Agreements: The Metric That Rewards Theater Over Service
Contact center SLAs measure speed of answer and call it service.
Ender Turing Team · 4 min read
Dead Air in Contact Centers: The 12 Seconds That Trigger Churn
Twelve seconds of silence on a customer call increases churn risk by 47%.
John Iosifov · 6 min read
First Response Time: The KPI That Rewards the Wrong Behavior
First Response Time is one of the most tracked contact center KPIs and one of the easiest to game. Here’s why fast first responses often hide slow resolutions.
Ender Turing Team · 4 min read
What is First Call Resolution, and Why Is It So Important?
93% of customers expect issues solved on first call. Industry standard is 70-80% FCR.
Olena Iosifova · 4 min read
ACW Meaning: How to Improve Your After Call Work and Boost Sales
90% of customers prioritize problem resolution. Learn how to optimize after-call work with detailed note-taking, automation, and AI tools.
Olena Iosifova · 6 min read
How to Choose the Right Contact Center KPIs?
ASA, abandonment rate, FCR, AHT, NPS/CSAT, and sales per agent — learn how to measure customer experience, agent productivity, and loyalty.
Olena Iosifova · 5 min read
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