Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
Sales enablement content is built based on what marketing thinks reps need. Conversation data shows what reps actually need in the moment. The two rarely match.
Ender Turing Team · 4 min read
Sales forecasts built on pipeline stages and rep judgment systematically miss the deals that will close and the ones that won’t.
Ender Turing Team · 4 min read
Contact center SLAs measure speed of answer and call it service.
Ender Turing Team · 4 min read
A consumer brand we worked withlaunched what their vendor described as an “AI customer service agent” in late2025.
Ender Turing Team · 5 min read
Enterprise B2B deals don’t turn on the demo or the proposal. They turn on a small number of specific conversations that most sales orgs don’t track separately.
Ender Turing Team · 4 min read
Contact center technology has changed substantially in 24 months. Most centers are still running 2022’s stack. Here’s the gap, and why it’s becoming expensive.
Ender Turing Team · 4 min read
SDR conversion looks bad in aggregate and clear when you stratify by call stage.
Ender Turing Team · 4 min read
Speed-to-lead studies have been around for years. Most organizations still blow the 18-hour window where lead conversion actually happens.
Ender Turing Team · 4 min read
Probing in customer service means finding the real problem behind the stated one. Why agents miss it, what it costs in repeat contacts, and how to fix it.
John Iosifov · 8 min read
AI voice agents are being deployed broadly into customer-facing roles. The quality and safety questions that should govern them are mostly being skipped.
Ender Turing Team · 6 min read
VoIP phone systems are sold on features and price. The contact center decisions that matter most show up two years after the contract is signed.
Ender Turing Team · 5 min read
RingCentral, Zoom, Five9, and NICE now bundle conversation intelligence. When the feature is table stakes, what still differentiates.
John Iosifov · 8 min read
Every conversation analyzed in seconds, quality on every call, answers you can ask for. Free plan with no expiry.
