Speech-to-Text Accuracy: Why 95% Word Accuracy Still Fails You
A transcription engine can hit 95% word accuracy and still miss everything that matters.
Ender Turing Team · 4 min read
Ender Turing blog · page 6 of 12
Blog archive, page 6.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
Text Analytics: The Digital Conversations You’re Not Reading
Contact centers invest in analyzing calls while ignoring the chat, email, and messaging that now carry most customer interactions.
Ender Turing Team · 4 min read
AI Chatbots in Customer Service: The Containment Rate That’s Lying to You
Bot containment metrics make chatbot deployments look successful while customers escalate in frustration.
John Iosifov · 6 min read
Call Center Profit Center: The CFO Case In 2026
Your CFO calls the call center 'necessary overhead.' The 2026 case for contact center profit — with the numbers finance actually accepts.
John Iosifov · 8 min read
Cloud Contact Center: The CCaaS Migration That Doesn’t Save What You Think
CCaaS migrations are pitched on cost savings that rarely materialize. The real ROI is somewhere else.
John Iosifov · 7 min read
Customer Retention in Contact Centers: The 18 Calls Before Churn
Most customers who churn give clear signals across their last 10-18 contacts with the company. Most contact centers don’t recognize the pattern.
John Iosifov · 6 min read
Omnichannel Contact Centers: The Channel-Switching Tax You’re Not Counting
Customers who switch channels mid-issue cost 2-3x more to serve than single-channel customers. Most contact centers don’t measure this.
John Iosifov · 6 min read
QA Calibration: Why Your Best Scorer and Your Worst Scorer Heard the Same Call
When two QA analysts score the same call and disagree by 30 points, your quality program isn't measuring quality. It's measuring opinion.
John Iosifov · 7 min read
Voice of Customer Programs: The Question Your Survey Never Asks
Most Voice of Customer programs survey the 10% of customers who respond and ignore the 90% who actually called.
John Iosifov · 6 min read
AI Customer Service: Why 56% of Deployments Miss ROI
88% of contact centers deployed AI. Only 25% operationalized it. 56% fail to see ROI. Learn why integration, voice bot quality, and hybrid models matter.
John Iosifov · 8 min read
Reduce Customer Effort: The Bot-to-Human Handoff Tax
Why customers repeat themselves after bot escalation. 61% hate IVR, only 12% of contact centers pass full context. Handoff tax destroys CSAT and effort scores.
John Iosifov · 8 min read
Conversation Analytics: The Cross-Channel Blind Spot
A month of insurance-client interactions shows what two years of single-channel analytics missed. The blind spot, measured.
John Iosifov · 7 min read
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