Why customers call: contact reason analysis
How to build a contact reason taxonomy for e-commerce support, measure avoidable contacts and turn call reasons into fixes your product, operations and web teams will act on.
Blog
Notes on calls, quality and checkable AI
Practical guides for contact-center, QA and CX leaders. Every claim tied to a source, the same way we want every AI finding tied to a sentence.
BPO client quality reporting with evidence
How a BPO can show clients the quality of their program with quotes and moments from real calls, a scorecard per program, a monthly report template and a calibration routine with the client.
Redacting personal data in call transcripts
What personal data appears in customer calls, how redaction works and fails, what to remove before analysis versus before display, why access logs matter, and a checklist you can use.
Call center spike alerts: catch problems in a day
How to spot a new problem, such as a delivery delay or a broken promo code, from call data within a day: baselines, spikes versus noise, what to alert on, who gets the alert and how to test a watch first.
Call center quality assurance with AI: a guide
How AI changes call center QA: what to automate, what to keep human, how to score every call with evidence, and a 90-day rollout plan.
Call center QA scorecard template for AI scoring
A call center QA scorecard template: objective criteria, item types, weights, zero-tolerance items and an e-commerce example, built for AI scoring.
Churn signals in customer calls and how to act
The phrases and patterns in support calls that come before a customer leaves, and how to turn them into a daily retention list with owners.
Why every AI finding needs a quote and timestamp
An AI score you cannot check is an opinion. How verified quotes, numbers from code and review rules make call analytics defensible.
From a QA sample to every call: what changes
Why small QA samples miss rare events, what changes for QA teams, agents and leaders when every call is reviewed, and how to make the switch.
Two-channel call recording for fair QA
Why recording agent and customer on separate tracks removes a whole class of call analytics errors, how to check what you record today and switch it on.
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