Agent Attrition Contact Center: The Week Two Cliff
Day eleven, no coaching, a first QA score with no context. New-hire attrition starts at week two — how to see it coming and stop it.
John Iosifov · 8 min read
Ender Turing blog · page 3 of 12
Blog archive, page 3.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
AI in Contact Centers: The High-Stakes Shift
After the bots went live, easy calls vanished and every remaining call got harder. 12 months of banking data on what it means for QA and staffing.
John Iosifov · 8 min read
Speech Analytics ROI: 7 Revenue Signals Hiding In Calls
A regional bank called speech analytics a failure after 14 months — with a perfect vendor scorecard. The 7 signals they never looked for.
John Iosifov · 8 min read
AI QA Contact Center: Accuracy Is The Wrong Metric
Vendors pitch 92.8% accuracy — why that number tells you nothing about QA quality, and what to measure instead.
John Iosifov · 9 min read
Speech Analytics: Why Keyword Spotting Misses 90% Of Value
Most 'AI-powered' speech analytics is a glorified search engine. What keyword spotting misses — and what real conversation intelligence sees.
John Iosifov · 7 min read
Customer De-escalation: The 90-Second Window That Decides Everything
Most escalations are decided in the first 90 seconds of the original call — not by the resolution authority of your senior agents.
John Iosifov · 7 min read
Customer Experience Contact Center: The One-Thread Gap
76% of customers want text, images, and video in one support thread. Most centers make them start over. The cost of the gap.
John Iosifov · 8 min read
Real-Time Agent Assist: The 11-Second Lag That Breaks Trust
Most agent assist tools surface recommendations 11 seconds too late. By then, the customer has already heard the wrong answer. Here's how to close the lag gap.
John Iosifov · 6 min read
Agent Attrition Contact Center: Your QA Is The Cause
A 1,000-seat center at 40% attrition burns $16M/year on replacements — and most agents didn't quit because of customers. How QA drives it.
John Iosifov · 8 min read
DSAT: The Metric Your CSAT Score Is Hiding
Your CSAT score averages away your worst customers. DSAT measures dissatisfaction directly — and predicts churn 3x more accurately. Here's how to use it.
John Iosifov · 6 min read
CRM Data Quality: The 40% That Doesn’t Match What Was Actually Said
CRM notes from sales reps don’t match what happened on calls — often by significant margins. The pipeline forecast built on that data is fiction.
Ender Turing Team · 4 min read
QA Calibration Across Call Centers: When “Calibrated” Means Different Things in Different Buildings
Multi-site contact centers run “calibrated” QA programs that produce different scores for identical performance.
Ender Turing Team · 5 min read
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