AI Voice Agents: The Quality Questions Nobody Is Asking Yet
AI voice agents are being deployed broadly into customer-facing roles. The quality and safety questions that should govern them are mostly being skipped.
Ender Turing Team · 6 min read
Ender Turing blog · page 7 of 15
Blog archive, page 7.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
Choosing a VoIP Phone System: The Six Questions Vendors Don’t Want You to Ask
VoIP phone systems are sold on features and price. The contact center decisions that matter most show up two years after the contract is signed.
Ender Turing Team · 5 min read
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 · 6 min read
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 how often reps actually follow it, and what the gap costs.
Ender Turing Team · 5 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 Silence Nobody Measures
What dead air in contact centers is, why customers read silence on a call as failure, and five ways to find and fix it this week.
John Iosifov · 7 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
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