Call Center Quality Assurance: The 98% You Never Hear
Your QA team reviews 2% of calls. What call center quality assurance is, how to run it (KPIs, scorecard, framework), and what changes at 100%.
John Iosifov · 11 min read
Ender Turing blog · page 10 of 15
Blog archive, page 10.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
Call Center Cost Reduction: Why AI’s 30% Savings Vanish
Leaders expect AI to cut contact center costs 30% in 3 years. Most never see it: 56% miss their AI ROI. The 3 levers that actually cut call center costs.
John Iosifov · 11 min read
What's New — April 16, 2026
Release notes April 16, 2026: WebRTC agent telemetry, faster XLSX exports, accurate CSAT analytics, configurable filters, one-click SSO re-login.
John Iosifov · 7 min read
Customer Effort Score Is Lying: CX Breaks Before Hello
Most CX problems start before the agent says hello, and customer effort score misses them. The pre-conversation friction that hurts experience.
John Iosifov · 7 min read
AI Agent Testing: Who QAs Your Contact Center Bots?
Most contact centers now run AI, and few check what their AI agents say. What testing and QA for AI agents actually looks like in a contact center.
John Iosifov · 9 min read
Speech Analytics Accuracy: Why Your CC AI Hears Wrong
Deepgram found a 2.8-5.7x accuracy drop from benchmarks to production. At 70% accuracy, your compliance flags and QA scores are guesswork.
John Iosifov · 8 min read
Call Center Revenue: 7 Signals You're Ignoring
Quality checks reach 1–2% of calls. Cross-sell moments, churn warnings and product feedback: the call center revenue hiding in the rest.
John Iosifov · 10 min read
What's New — April 2, 2026
Recurring Ender Chat reports, automatic SSO user provisioning, CSAT-triggered automations, and team-wide TODO visibility.
John Iosifov · 11 min read
Call Center Coaching That Cuts Attrition in Half
74% of agents risk burnout and 2% sampling fails them. How 100% conversation analysis transforms coaching and helps bring turnover down.
John Iosifov · 8 min read
What's New — March 16, 2026
Securely share AI chat analyses, real-time WebRTC agent health dashboard, on-demand demo data generation, and major reporting accuracy fixes.
Olena Iosifova · 7 min read
What's New — March 2026
Every conversation now has exactly one main topic for accurate reporting. Organize AI research into project folders.
Olena Iosifova · 6 min read
What's New — February 2026
New Ender Chat with multi-step research and team-wide visibility. Scorecard accuracy percentages show how well AI matches human reviewers.
Olena Iosifova · 7 min read
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