Call Center Scripting: How to Get More Use than Damage?
2020 National Customer Rage Study found scripted answers are a leading cause of customer anger.
Olena Iosifova · 4 min read
Ender Turing blog · page 14 of 15
Blog archive, page 14.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
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
Customer Experience Analytics: What Is It and How to Use It?
Customer-centric companies are 60% more profitable. Learn CSAT, NPS, CES, VoC, CLV, and churn metrics.
Olena Iosifova · 11 min read
How AI Can Improve Customer Experience
Chatbots, AI-powered agent coaching, automated feedback collection, and personalized recommendations.
Olena Iosifova · 4 min read
How to Get More Sales from a Call Center
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
Life is a Big Game, or How Call Center Gamification Can Help Your Agents
89% of employees say gamification makes them more productive.
Olena Iosifova · 4 min read
Speech Analytics for Financial Services | Use Cases & Benefits
From fraud prevention to debt collection and sales coaching — speech analytics identifies risks, cuts manual QA time from days to minutes.
Olena Iosifova · 4 min read
Top Chorus AI Alternative Worth Checking Out
Chorus AI charges $1,400+/user annually and lacks flexibility.
Olena Iosifova · 14 min read
Call Center Quality Assurance: What It Is & How to Do It (KPIs, Scorecards, QA Framework)
Customer-centric companies are 60% more profitable. Learn how QA programs reduce turnover, improve CSAT, and make data-driven decisions faster.
Olena Iosifova · 9 min read
Fireside Chat: Call Center Performance, Speech Analytics ROI & CX Boost | Ender Turing Webinar
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
How to Build a Call Center Quality Monitoring Scorecard for Your Call Center
46% of businesses prioritize CX over price. Learn how to build a QA scorecard that reduces attrition, improves coaching, and boosts CSAT.
Olena Iosifova · 25 min read
Ender Turing and Jtel Partnership | AI Speech Analytics in the DACH Region
Ender Turing and Jtel announce a partnership: AI speech analytics and quality management delivered together with Jtel’s contact center platform.
Eugene Iosifov · 1 min read
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