Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
What outsourcing customer service costs against an in-house team, when each option fits, the risks, and how to keep quality under control either way.
Olena Iosifova · 5 min read
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
AHT means average handle time: talk, hold and after-call work divided by calls handled. The formula, a worked example, 2024 benchmarks and how to lower it.
Olena Iosifova · 6 min read
What call center analytics is, its four types, the KPIs to track (including the 80/20 rule) and how to choose software that analyzes every call, chat and email.
Olena Iosifova · 13 min read
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
Customer-centric companies are 60% more profitable. Learn CSAT, NPS, CES, VoC, CLV, and churn metrics.
Olena Iosifova · 11 min read
How AI improves customer experience in eight ways, from answering routine questions to scoring every conversation, with real examples and numbers.
Olena Iosifova · 6 min read
Turn your cost center into a revenue driver. Learn gamification, workflow automation, value-based selling, continuous coaching, and customer intelligence.
Olena Iosifova · 4 min read
89% of employees say gamification makes them more productive.
Olena Iosifova · 4 min read
How banks use speech analytics: disclosures and consent checked on every call, complaints found, collections and sales measured, and how to roll it out safely.
Olena Iosifova · 8 min read
Chorus.ai is now ZoomInfo Chorus, with no published prices. Eight alternatives compared on price, trials and fit, checked on vendor sites in September 2026.
Olena Iosifova · 11 min read
Webinar recording: a fireside chat on call center performance, the ROI of speech analytics and how to boost CX with the metrics that matter.
Olena Iosifova · 14 min read
Every conversation analyzed in seconds, quality on every call, answers you can ask for. Free plan with no expiry.
