New Hire Attrition: Why Call Center Hires Quit in Year One
Why do new call center hires quit in their first year? New hire attrition follows when coaching arrives, not the annual rate. What cuts it.
John Iosifov · 7 min read
Ender Turing blog · page 3 of 13
Blog archive, page 3.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
Conversation Analytics Across Voice, Chat, and Email
Analytics on voice only? Chat sits in another tool, email in the CRM, and nobody sees the full journey. What changes when one analysis covers all three.
John Iosifov · 7 min read
Call Center Burnout: When AI Adds the Stress It Should Cut
Leaders buy AI to cut agent stress, yet 75% worry it is hurting agent well-being. Where call center burnout meets the AI trust gap, and what fixes it.
John Iosifov · 8 min read
Omnichannel Customer Experience: The Channel Restart Tax
A photo on Tuesday, a call on Thursday, and the agent has no record. The omnichannel customer experience tax customers pay when channels don't share memory.
John Iosifov · 8 min read
What's New — August 2, 2026
This release is about connecting insight to action more effectively than ever before.
John Iosifov · 4 min read
Agent Retention Strategies: The Wellbeing Blindspot
81% of agents face verbal abuse daily — and most retention strategies ignore it. What actually keeps call center agents.
John Iosifov · 7 min read
Tier 1 Support Is Disappearing: What AI Does to the Pyramid
AI now absorbs most tier 1 support. What happens to escalations, training and the career ladder when the base of the support pyramid disappears.
John Iosifov · 7 min read
What's New — July 16, 2026
This release is about giving you precise control over your AI analytics.
John Iosifov · 3 min read
AI Customer Service Handoffs: Where Hybrid Breaks
Hybrid AI customer service promises higher resolution than pure bots, but the handoff is where it breaks. What the gap costs and how to close it.
John Iosifov · 6 min read
Call Center Profitability: The Math Your CFO Never Sees
The cost lines your CFO sees, and the revenue signals hiding in calls they don't. The math that reframes call center profitability.
John Iosifov · 7 min read
Warm Transfer: The Handoff Tax on Customer Trust
'Let me transfer you' is where customer trust breaks. The tax on every handoff, measured from real transfer patterns, and what a warm transfer must carry.
John Iosifov · 7 min read
Call Center Turnover: The Cost Nobody Budgets For
Turnover costs a 100-agent contact center $325,000 or more a year, split across budgets so nobody owns it. The full cost of losing one agent.
John Iosifov · 7 min read
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