The QA Paradox: Why Good Scores Don't Always Mean Happy Customers
By John Ortiz on April 7, 2026 at 5:19 AM
" TL;DR \n Strong QA scores and satisfied customers are not the same thing. Research from CMP Research shows that QA scores and CSAT frequently have weak or no meaningful correlation — and in some cases, even a slightly negative one. The reason is structural: Traditional scorecards we …
The Hidden Intelligence Inside Guest Conversations: What Hotels Learn When AI Analyzes Guest Conversations
By John Ortiz on March 17, 2026 at 12:31 AM
Hospitality leaders today are under enormous pressure to deliver exceptional guest experiences. Guest expectations continue to rise, while staffing shortages, operational complexity, and tighter margins make consistency harder to achieve. According to Deloitte, 60% of hospitality lead …
How Home Care Contact Centers Can Use AI To Flag Critical Patient & Aide Incidents Automatically
By Gennadiy Bezkorovayniy on December 22, 2025 at 8:06 AM
Home care organizations receive an enormous volume of phone calls every day — from patients, family members, and the aides assigned to support them. A family member calls to report that a patient has been hospitalized. An aide calls the coordinator to report feeling unsafe during a vi …
How To Gauge Customer Churn Risks Using Traditional vs. AI-Based Metrics
By John Ortiz on March 26, 2025 at 2:11 AM
For CX and Operations leaders, understandingcustomer churn risk is essential to proactively address issues before customers leave. Your contact center is on the front lines of customer interactions, so it logs many leading indicators of churn and has levers to influence retention thro …
The Financial Impact Of Customer Churn (Direct vs. Indirect Costs)
By John Ortiz on March 17, 2025 at 11:32 AM
.png)
When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing one …
How To Use Keyword Spotting In Call Recordings To Boost Customer Retention & Increase Profits
By Tatiana Poly on April 12, 2022 at 5:15 AM
.png)
While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an organization. Existing customers: