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
Ender Turing blog · page 4 of 15
Blog archive, page 4.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
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
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
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 about the harder calls it leaves agents. 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 · 7 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 · 8 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
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