https://enderturing.com/blog Practical writing on conversation quality, AI in customer service, coaching and the metrics customer-facing teams run on. en-us https://enderturing.com/blog/whats-new-september-16-2026 https://enderturing.com/blog/whats-new-september-16-2026 Wed, 16 Sep 2026 09:00:00 GMT Product Updates John Iosifov This release accelerates your time to value. You can now activate key conversation analytics with a single click and gain unprecedented control to refine your… https://enderturing.com/blog/customer-service-revenue-what-deflection-deletes https://enderturing.com/blog/customer-service-revenue-what-deflection-deletes Tue, 15 Sep 2026 09:00:00 GMT Cost & ROI John Iosifov Every operations leader we meet can quote their cost per contact to the cent. $6.80 for a voice call. $3.10 for chat. $0.14 for a self-service session. https://enderturing.com/blog/customer-experience-contact-center-the-silent-96 https://enderturing.com/blog/customer-experience-contact-center-the-silent-96 Fri, 11 Sep 2026 09:00:00 GMT CX & Operations John Iosifov Your CSAT is 82%. Your customer experience contact center dashboard is green across every queue. Churn is climbing anyway. https://enderturing.com/blog/hybrid-ai-customer-service-broke-the-agent-career-ladder https://enderturing.com/blog/hybrid-ai-customer-service-broke-the-agent-career-ladder Wed, 09 Sep 2026 09:00:00 GMT Agent Performance & Coaching John Iosifov A contact center director told us something in July that has been rattling around our heads since. Her bot now contains 46% of contacts. Her CSAT is up. https://enderturing.com/blog/ai-in-contact-centers-the-25-operationalization-gap https://enderturing.com/blog/ai-in-contact-centers-the-25-operationalization-gap Fri, 04 Sep 2026 09:00:00 GMT AI & Automation John Iosifov Eighty-eight percent of contact centers have deployed AI in some form. Twenty-five percent have actually operationalized it. https://enderturing.com/blog/whats-new-september-2-2026 https://enderturing.com/blog/whats-new-september-2-2026 Wed, 02 Sep 2026 09:00:00 GMT Product Updates John Iosifov This release is focused on building deeper trust in your automated quality assurance and expanding your visibility across the entire contact center. https://enderturing.com/blog/speech-analytics-is-going-commodity-value-moved-up https://enderturing.com/blog/speech-analytics-is-going-commodity-value-moved-up Tue, 01 Sep 2026 09:00:00 GMT Speech & Conversation Analytics John Iosifov Something changed in speech-to-text this year and most contact center leaders missed it. https://enderturing.com/blog/agent-attrition-contact-center-the-15-threshold-94355 https://enderturing.com/blog/agent-attrition-contact-center-the-15-threshold-94355 Fri, 28 Aug 2026 09:00:00 GMT Agent Performance & Coaching John Iosifov Is 30% agent attrition normal? Only 5% of contact centers run below 15%, and the math changes there. What they do differently — and what to do this week. https://enderturing.com/blog/contact-center-roi-the-ai-cost-paradox-nobody-priced-in https://enderturing.com/blog/contact-center-roi-the-ai-cost-paradox-nobody-priced-in Tue, 25 Aug 2026 09:00:00 GMT Cost & ROI John Iosifov AI saves contact centers $80B and may cost more than offshore labor by 2030. How to budget for both, and what separates the winners on contact center ROI. https://enderturing.com/blog/customer-service-improvement-the-reputation-drag https://enderturing.com/blog/customer-service-improvement-the-reputation-drag Fri, 21 Aug 2026 09:00:00 GMT CX & Operations John Iosifov Most of a contact center's reputation is written on calls closed months ago. Which interactions create reputation drag, the data behind it, and what fixes it. https://enderturing.com/blog/ai-customer-service-the-complexity-cliff-nobody-plans-for https://enderturing.com/blog/ai-customer-service-the-complexity-cliff-nobody-plans-for Tue, 18 Aug 2026 09:00:00 GMT AI & Automation John Iosifov Why do AI customer service resolution rates collapse past 40%? Routing data from four contact centers shows the cliff, and what works above it. https://enderturing.com/blog/whats-new-august-16-2026 https://enderturing.com/blog/whats-new-august-16-2026 Sun, 16 Aug 2026 09:00:00 GMT Product Updates John Iosifov This release expands your visibility into every corner of your contact center—from previously unanalyzed platforms to the true drivers of your AI spend. https://enderturing.com/blog/call-center-turnover-why-new-hires-quit-in-9-months https://enderturing.com/blog/call-center-turnover-why-new-hires-quit-in-9-months Fri, 14 Aug 2026 09:00:00 GMT Agent Performance & Coaching John Iosifov Why do new call center hires quit around month 9? The number that matters is when coaching arrives, not the annual rate. What cuts month-9 turnover. https://enderturing.com/blog/conversation-analytics-across-voice-chat-and-email https://enderturing.com/blog/conversation-analytics-across-voice-chat-and-email Tue, 11 Aug 2026 09:00:00 GMT Speech & Conversation Analytics John Iosifov Analytics on voice only? Chat sits in another tool, email in the CRM, and nobody sees the full journey. What changes when one analysis covers all three. https://enderturing.com/blog/contact-center-cost-reduction-the-0b-ai-paradox https://enderturing.com/blog/contact-center-cost-reduction-the-0b-ai-paradox Fri, 07 Aug 2026 09:00:00 GMT Cost & ROI John Iosifov AI will save contact centers $80B — and could cost more than offshore agents by 2030. Where the cost curve bends, and three traps to kill this quarter. https://enderturing.com/blog/ai-in-contact-centers-the-7575-trust-paradox https://enderturing.com/blog/ai-in-contact-centers-the-7575-trust-paradox Wed, 05 Aug 2026 09:00:00 GMT AI & Automation John Iosifov 75% of leaders deployed AI to cut agent stress; 75% now worry it's causing it. Where the trust gap opens and what fixes it. https://enderturing.com/blog/customer-frustration-call-center-the-channel-restart-tax https://enderturing.com/blog/customer-frustration-call-center-the-channel-restart-tax Tue, 04 Aug 2026 09:00:00 GMT CX & Operations John Iosifov A photo on Tuesday, a call on Thursday — and the agent has no record. The tax customers pay when channels don't share memory. https://enderturing.com/blog/whats-new-august-2-2026 https://enderturing.com/blog/whats-new-august-2-2026 Sun, 02 Aug 2026 09:00:00 GMT Product Updates John Iosifov This release is about connecting insight to action more effectively than ever before. https://enderturing.com/blog/agent-retention-strategies-the-wellbeing-blindspot https://enderturing.com/blog/agent-retention-strategies-the-wellbeing-blindspot Fri, 31 Jul 2026 09:00:00 GMT Agent Performance & Coaching John Iosifov 81% of agents face verbal abuse daily — and most retention strategies ignore it. What actually keeps call center agents. https://enderturing.com/blog/ai-in-contact-centers-the-death-of-tier-1 https://enderturing.com/blog/ai-in-contact-centers-the-death-of-tier-1 Tue, 28 Jul 2026 09:00:00 GMT AI & Automation John Iosifov AI is eating Tier 1 — what happens to escalations, training, and the career ladder nobody's building anymore. https://enderturing.com/blog/contact-center-quality-assurance-the-silent-churn-signal https://enderturing.com/blog/contact-center-quality-assurance-the-silent-churn-signal Tue, 21 Jul 2026 09:00:00 GMT Quality Assurance John Iosifov Your QA scores 2–5 calls per agent monthly against a 30-item rubric. The churn signal hiding in the other 98% of conversations. https://enderturing.com/blog/contact-center-roi-why-56-miss-ai-payback https://enderturing.com/blog/contact-center-roi-why-56-miss-ai-payback Fri, 17 Jul 2026 09:00:00 GMT Cost & ROI John Iosifov Gartner promises $80B in savings; COPC says 56% won't see it. Both are right — where AI payback actually comes from. https://enderturing.com/blog/whats-new-july-16-2026 https://enderturing.com/blog/whats-new-july-16-2026 Thu, 16 Jul 2026 09:00:00 GMT Product Updates John Iosifov This release is about giving you precise control over your AI analytics. https://enderturing.com/blog/ai-customer-service-handoffs-where-hybrid-breaks https://enderturing.com/blog/ai-customer-service-handoffs-where-hybrid-breaks Tue, 14 Jul 2026 09:00:00 GMT AI & Automation John Iosifov Hybrid promises 87% resolution vs 74% for pure bots — but the handoff is where it breaks. What the gap costs and how to close it. https://enderturing.com/blog/call-center-profit-center-the-math-your-cfo-never-sees https://enderturing.com/blog/call-center-profit-center-the-math-your-cfo-never-sees Fri, 10 Jul 2026 09:00:00 GMT Cost & ROI John Iosifov The cost lines your CFO sees — and the revenue signals hiding in calls they don't. The math that reframes the contact center. https://enderturing.com/blog/customer-experience-contact-center-the-transfer-tax https://enderturing.com/blog/customer-experience-contact-center-the-transfer-tax Tue, 07 Jul 2026 09:00:00 GMT CX & Operations John Iosifov 'Let me transfer you' is where customer trust breaks. The tax on every handoff, measured from real transfer patterns. https://enderturing.com/blog/call-center-turnover-the-00k-nobody-budgets-for https://enderturing.com/blog/call-center-turnover-the-00k-nobody-budgets-for Fri, 03 Jul 2026 09:00:00 GMT Cost & ROI John Iosifov A 104-agent lender bleeds $700K/year to turnover — split across budgets so nobody owns it. The full cost of losing one agent. https://enderturing.com/blog/whats-new-july-2-2026 https://enderturing.com/blog/whats-new-july-2-2026 Thu, 02 Jul 2026 09:00:00 GMT Product Updates John Iosifov This month's updates focus on making your analytics more trustworthy and comprehensive than ever. https://enderturing.com/blog/conversation-analytics-the-39-tool-problem-killing-cx https://enderturing.com/blog/conversation-analytics-the-39-tool-problem-killing-cx Tue, 30 Jun 2026 09:00:00 GMT Speech & Conversation Analytics John Iosifov Chat, then a call, then an email — three tickets, zero shared context. The fragmentation killing CX and how to unify it. https://enderturing.com/blog/customer-frustration-call-center-the-30-ai-wound https://enderturing.com/blog/customer-frustration-call-center-the-30-ai-wound Fri, 26 Jun 2026 09:00:00 GMT AI & Automation John Iosifov IVR to bot to app to hold queue: how AI deflection creates the frustration it was meant to prevent — and the 30% it wounds.