Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
96% of consumers said customer service plays a role in brand choice. Learn how to build a QA scorecard with focus KPIs, agent training, and automation.
Ender Turing · 10 min read
Compare charts to previous periods, add KPI benchmarks, dual Y-axes, group by customer, and push conversation data to any external system via webhooks.
Olena Iosifova · 5 min read
Track real dollar cost of every conversation by agent hourly rate. Add Topics widgets to C-Level dashboards.
Olena Iosifova · 4 min read
AI summaries are now searchable instantly. New "Is Summarized" filter helps you focus QA workflows on summarized or unsummarized conversations.
Olena Iosifova · 3 min read
AHT, FCR, and call volume tell you what happened — not why. AI-powered speech analytics unlocks intent, emotion, and patterns from 100% of conversations.
Marina Samo · 5 min read
Genesys Cloud CX native reporting lacks AI-driven insights. Integrate Ender Turing for 100% call analysis, sentiment detection, auto-QA, compliance monitoring.
Marina Samo · 6 min read
4 groups of AI for conversations: Human-Machine Communication, AI-Assisted Human-to-Human, Post-Conversation Automation, and Conversation Analytics.
Janae Waters · 19 min read
Download detailed XLS reports in seconds (was hours). Dedicated dispute comments column, reliable repeat caller analysis.
Olena Iosifova · 3 min read
Build your own KPIs with mathematical formulas — conversion rates, efficiency scores, weighted quality metrics — directly in dashboards.
Olena Iosifova · 3 min read
Completely reorganized menus, unified "Conversations" terminology, centralized AI model settings.
Olena Iosifova · 3 min read
Build custom executive dashboards for leadership with flexible grid layouts.
Olena Iosifova · 3 min read
Both face slim odds of reaching the top (<1%), high burnout rates, intense performance metrics, and limited upward mobility.
Marina Samo · 9 min read
Every conversation analyzed in seconds, quality on every call, answers you can ask for. Free plan with no expiry.
