Decoding Call Categorization: Improve CX & Sales with AI
How automatic call-categorization works, where it fails, and how to make it produce something operations and product teams actually use — not just another dashboard nobody opens.
Tactics to Tackle Agents Cheating in Contact Centers
Call avoidance, handle-time manipulation, cherry-picking easy calls — the gaming patterns that hide in 2% sampling. What we've seen across customer deployments and what to do about it.
How to Make the Most of Every Conversation with Speech Analytics
A practical walk-through: from raw audio to actionable insight. What signals you can extract, what they tell you, and how the operations & product teams should be using them.
Fireside Chat: Call Center Performance, Speech Analytics ROI & CX Boost
A candid conversation on why most contact centers struggle to prove the ROI of speech analytics — and what changes when you stop measuring vanity metrics.
More episodes coming
We record a new session every quarter. Subscribe above to get notified when the next one drops.
Three people you'll see most often
Each session is hosted by someone who actually works with customers daily — not a marketing voice. They've seen the patterns, the wins, and the painful first weeks of deployment up close.
Hosts the customer-facing webinars and our quarterly fireside chats. Talks to QA leads and operations directors every week — brings their questions to the recorded sessions you watch later.
Runs the deeper-dive product webinars on speech analytics, call categorization, and agent behavior. Specialty: explaining how the AI actually works — without the marketing varnish.
Joins occasional sessions when topics overlap with what we cover on the blog — compliance pressure, ROI honesty, and the gap between vendor pitches and operator reality.
Want to see this on your conversations, not on a webinar?
Webinars are useful. A 30-minute call where we show Ender working on your actual calls is more useful. No marketing pitch — just the platform, your data, and a deployment lead answering specific questions.