Call Center Service Level: 80/20 Fits Calls, Not Email
What is a good call center service level? How to calculate it, why 80/20 fails email and messaging, and how to set live and async targets.
John Iosifov · 17 min read
Ender Turing blog
Call Center KPIs & Metrics.
Satisfaction measured on 100% of contacts instead of the few who answer a survey.
AI QA Contact Center: Accuracy Is The Wrong Metric
Vendors pitch accuracy above 90% — why that number tells you nothing about QA quality, and what to measure instead.
John Iosifov · 8 min read
DSAT: The Metric Your CSAT Score Is Hiding
Your CSAT score averages away your worst customers. DSAT measures dissatisfaction directly and shows where churn risk sits. Here's how to use it.
John Iosifov · 7 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 · 5 min read
Dead Air in Contact Centers: The Silence Nobody Measures
What dead air in contact centers is, why customers read silence on a call as failure, and five ways to find and fix it this week.
John Iosifov · 7 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 (FCR)? Formula and Benchmarks
First call resolution (FCR) is the share of calls resolved on the first contact. How to calculate it, what a good FCR rate is by industry, and how to raise it.
Olena Iosifova · 8 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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