What Is AutoQA? How to Judge Accuracy Before You Buy
AutoQA scores every contact-center conversation automatically. What it is, how to judge its accuracy against your reviewers, and what it should cost.
John Iosifov · 5 min read
Ender Turing blog · page 2 of 14
Blog archive, page 2.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
Why Your Top Agents' Methods Vanish When They Quit
Contact center coaching is built from scorecards that flag violations. Your best agents' methods never get captured, and 30-45% annual turnover deletes them.
John Iosifov · 8 min read
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
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
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