What's New — September 16, 2026
This release accelerates your time to value. You can now activate key conversation analytics with a single click and gain unprecedented control to refine your…
John Iosifov · 6 min read
Ender Turing blog · page 2 of 13
Blog archive, page 2.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
Customer Service Revenue: What Deflection Deletes
Most operations leaders can quote their cost per contact to the cent: $6.80 for a voice call, $3.10 for chat. Almost none can say what that call earned.
John Iosifov · 8 min read
Call Center Customer Experience: The Silent 96%
Your CSAT is 82% and every queue is green. Churn is climbing anyway. What call center customer experience metrics miss about the 96% who never answer.
John Iosifov · 8 min read
Call Center Career Path: How Hybrid AI Broke the Ladder
When a bot contains nearly half of contacts, the practice field is gone, and so is the call center career path new agents used to climb.
John Iosifov · 9 min read
AI in Customer Service Statistics: The 79/44 Gap
AI in customer service statistics: 79% of organizations use AI in customer care, yet only 44% of contact centers get the return they expected.
John Iosifov · 8 min read
What's New — September 2, 2026
This release is focused on building deeper trust in your automated quality assurance and expanding your visibility across the entire contact center.
John Iosifov · 4 min read
Speech-to-Text Is Going Commodity. Value Moved Up.
Something changed in speech-to-text this year and most contact center leaders missed it.
John Iosifov · 8 min read
Agent Attrition in Call Centers: The 15% Threshold
Is 30% agent attrition normal? Below 15%, the math changes. What contact centers under the threshold do differently — and what to do this week.
John Iosifov · 6 min read
Call Center ROI: The AI Cost Paradox Nobody Priced In
Gartner projects $80B in AI labor savings for contact centers, and AI costing more per resolution than offshore agents by 2030. How to budget for both.
John Iosifov · 7 min read
Customer Service Improvement: The Reputation Drag
Most of a contact center's reputation is written on calls closed months ago. Which interactions create reputation drag, the data behind it, and what fixes it.
John Iosifov · 7 min read
AI Customer Service: The Complexity Cliff Nobody Plans For
Why do AI customer service resolution rates collapse on complex contacts? Where the complexity cliff comes from, and what works above it.
John Iosifov · 7 min read
What's New — August 16, 2026
This release expands your visibility into every corner of your contact center—from previously unanalyzed platforms to the true drivers of your AI spend.
John Iosifov · 6 min read
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