Customer Success: Why Your CS Team Is Reading the Wrong Data
Customer Success teams operate on product usage data and renewal pipelines.
Ender Turing Team · 5 min read
Ender Turing blog · page 5 of 12
Blog archive, page 5.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
Online Reputation Management: The Reviews Are Symptoms, Not the Disease
Most reputation management programs try to influence reviews after they appear. The conversations that produce reviews happened weeks earlier.
Ender Turing Team · 5 min read
Sales Process Methodology: The Document Versus the Data
Most sales organizations have a documented methodology. Conversation data shows reps follow it less than half the time.
Ender Turing Team · 4 min read
Agent Onboarding: The 90-Day Cliff Nobody Plans For
Most contact center attrition happens in the first 90 days, and most onboarding programs are built to look complete rather than to prevent it.
Ender Turing Team · 4 min read
Agent Performance Reviews: The Quarterly Ritual That Measures the Wrong Quarter
Quarterly performance reviews in contact centers are built on a handful of calls and recent memory.
Ender Turing Team · 4 min read
Cold Calling Is Not Dead — Your Measurement of It Is
Cold calling conversion rates are blamed on the channel when the real problem is usually the first 20 seconds.
Ender Turing Team · 4 min read
Contact Center Compliance: The Recording Gap That Becomes a Fine
Most contact centers believe their call recording satisfies compliance. PCI DSS 4.0.1 and the EU AI Act changed what “compliant” means.
Ender Turing Team · 4 min read
Dead Air in Contact Centers: The 12 Seconds That Trigger Churn
Twelve seconds of silence on a customer call increases churn risk by 47%.
John Iosifov · 6 min read
First Response Time: The KPI That Rewards the Wrong Behavior
First Response Time is one of the most tracked contact center KPIs and one of the easiest to game. Here’s why fast first responses often hide slow resolutions.
Ender Turing Team · 4 min read
Inbound Call Strategy: The Marketing Spend You’re Wasting at the Greeting
Marketing spends heavily to generate inbound calls, then the contact center loses them in the first 30 seconds. Here’s the handoff failure nobody owns.
Ender Turing Team · 4 min read
Knowledge Base and Self-Service: Why Customers Call After They Read Your Help Center
Self-service deflection metrics make help centers look successful while customers read an article and then call anyway.
Ender Turing Team · 4 min read
Sales Coaching at Scale: Why Your Best Closer Can’t Teach What They Do
Top sales performers usually can’t articulate what makes them effective. The technique is in the conversation data, not in their self-report.
Ender Turing Team · 4 min read
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