Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
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
Self-service deflection metrics make help centers look successful while customers read an article and then call anyway.
Ender Turing Team · 4 min read
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
A transcription engine can hit 95% word accuracy and still miss everything that matters.
Ender Turing Team · 4 min read
Contact centers invest in analyzing calls while ignoring the chat, email and messaging that carry a large and growing share of customer interactions.
Ender Turing Team · 4 min read
Chatbot containment rate counts conversations that end without a human transfer, not problems solved. What it misses, and how to measure a bot instead.
John Iosifov · 7 min read
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
CCaaS migrations are pitched on cost savings that rarely materialize. The real ROI is somewhere else.
John Iosifov · 7 min read
Customers who churn often give clear signals in their contact center conversations before they cancel. Most contact centers don’t recognize the pattern.
John Iosifov · 7 min read
Customers who switch channels mid-issue cost more to serve than single-channel customers. Most contact centers don’t measure this.
John Iosifov · 7 min read
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
Most Voice of Customer programs survey the 10% of customers who respond and ignore the 90% who actually called.
John Iosifov · 7 min read
Every conversation analyzed in seconds, quality on every call, answers you can ask for. Free plan with no expiry.
