What's New — June 2, 2026
This release marks a significant step toward a more autonomous quality program.
Ender Turing Team · 4 min read
Ender Turing blog · page 6 of 15
Blog archive, page 6.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
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
Sales Forecasting: The Pipeline Number That’s Wrong Until You Listen to the Calls
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
Service Level Agreements: The Metric That Rewards Theater Over Service
Contact center SLAs measure speed of answer and call it service.
Ender Turing Team · 5 min read
AI Agents in Customer Service: Helping Versus Pretending to Help
Many “AI agents” in customer service are chatbots over rules engines. The four tests of a real agent, and why the difference matters for QA and governance.
Ender Turing Team · 5 min read
B2B Sales: The 11 Conversations That Decide a Six-Figure Deal
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
Call Center Technology in 2026: The Stack You’re Missing
Contact center technology has changed substantially in 24 months. Many centers are still running 2022’s stack. Here’s the gap, and why it’s becoming expensive.
Ender Turing Team · 4 min read
Inside Sales: The SDR Conversion Math Most Leaders Get Wrong
SDR conversion looks bad in aggregate and clear when you stratify by call stage.
Ender Turing Team · 4 min read
Lead Generation and Management: The Speed-to-Lead Gap
Speed-to-lead studies have been around for years. Most organizations still blow the response window where lead conversion actually happens.
Ender Turing Team · 5 min read
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