Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
AHT, FCR, and call volume tell you what happened — not why. AI-powered speech analytics unlocks intent, emotion, and patterns from 100% of conversations.
Marina Samo · 5 min read
Genesys Cloud CX native reporting lacks AI-driven insights. Integrate Ender Turing for 100% call analysis, sentiment detection, auto-QA, compliance monitoring.
Marina Samo · 6 min read
4 groups of AI for conversations: Human-Machine Communication, AI-Assisted Human-to-Human, Post-Conversation Automation, and Conversation Analytics.
Janae Waters · 19 min read
4 groups of AI for conversations: Human-Machine Communication, AI-Assisted Human-to-Human, Post-Conversation Automation, and Conversation Analytics.
Marina Samo · 19 min read
Both face slim odds of reaching the top (<1%), high burnout rates, intense performance metrics, and limited upward mobility.
Marina Samo · 9 min read
60% of healthcare demand comes through call centers — but 10% is regularly lost due to appointment unavailability.
Marina Samo · 4 min read
30% of retail banking customers use contact centers. OTP Bank achieved FCR 81%→86%, NPS 47%→62%, AHT -25%, FTE -34%.
Elaine Iosifov · 8 min read
Cold calling dissatisfied customers yields near-zero conversion.
Marina Samo · 4 min read
North America leads with 39.4% market share. Key players: Microsoft, Google, OpenAI, NVIDIA, Meta, Baidu, Anthropic, Mistral, Ender Turing.
Eugene Iosifov · 34 min read
Conversational AI market growing at 22.9% CAGR. North America leads with 28.77% share, APAC fastest-growing at 18.7%.
Eugene Iosifov · 9 min read
A contact center agent spends 4 seconds selecting and filling out a category for each customer conversation.
Eugene Iosifov · 1 min read
Agents spend up to 20% of time on undetected call avoidance — inbound and outbound.
Olena Iosifova · 10 min read
Every conversation analyzed in seconds, quality on every call, answers you can ask for. Free plan with no expiry.
