Call Deflection's Hidden Cost: Every Call Left Gets Harder
When AI call deflection goes live, the easy calls vanish and every remaining call gets harder. What that means for QA, metrics and staffing.
John Iosifov · 7 min read
Ender Turing blog · page 4 of 14
Blog archive, page 4.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
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 · 7 min read
What's New — June 16, 2026
This month's updates move your contact center analytics from isolated data points to a unified, strategic view of performance.
John Iosifov · 7 min read
AI QA Contact Center: Accuracy Is The Wrong Metric
Vendors pitch accuracy above 90% — why that number tells you nothing about QA quality, and what to measure instead.
John Iosifov · 8 min read
Why Keyword Spotting Misses 90% of Call 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 · 8 min read
Agent Retention: Why Your QA Drives Agents Out
A 1,000-seat center at 40% attrition spends $4–8M a year replacing agents, and most didn't quit because of customers. How QA drives it.
John Iosifov · 7 min read
What's New — June 2, 2026
This release marks a significant step toward a more autonomous quality program.
Ender Turing Team · 4 min read
DSAT: The Metric Your CSAT Score Is Hiding
Your CSAT score averages away your worst customers. DSAT measures dissatisfaction directly and shows where churn risk sits. Here's how to use it.
John Iosifov · 7 min read
CRM Data Quality: The Notes That Don’t Match What Was 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 · 5 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
Sales Enablement: The Content Library Your Reps Aren’t Using
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 · 5 min read
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