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How This Call Is Being Recorded Became a Game-Changer

12 min read

How “This Call Is Being Re...

This call is being recorded for quality assurance. You hear that line all the time. It was initially there only for legal reasons. Companies needed proof of what was said. Today, that ...
how to monitor call center performance

13 min read

How to Monitor Call Center Perfo...

How to Monitor Call Center Performance in 2025 Today’s contact centers are fast, digital, and under pressure to deliver stellar service.  Monitoring performance isn’t about spying or m...
Top 9 AI-driven call quality assurance

10 min read

Top 9 AI-Driven Call Quality Ass...

What if you could review every customer call, without adding a single QA analyst?  No missed insights, no coaching delays, no compliance risks. That’s the promise of AI-driven call qualit...
what is a mean opinion score

13 min read

What is a Mean Opinion Score (MOS)?

Call quality can make or break a customer’s support experience.  In today’s omnichannel world, phone calls still reign supreme for urgent support. 59% of customers rank a phone call as...
Why QA is important

10 min read

Why QA Is Important to Every Cal...

Inbound call centers are your brand’s frontline.  One bad call can lose you a customer, so nailing every interaction is a must.  Think about it: nearly 73% of customers say they’ve swi...
Robotic Process Automation

Jun 11, 2025

14 min read

What is Call Center RPM (Robotic...

Let’s face it - your agents are spending way too much time on stuff that’s pretty boring. You know like, copying information between systems, updating customer records, or writing the sam...
call center cost reduction

9 min read

13 Proven Call Center Cost Reduc...

Did you know labor can eat up to 70% of a call center’s budget?  Wages, licenses, and compliance fees also rise each year. Meanwhile, callers expect instant, friendly help around the c...
Call center evaluation form

9 min read

Call Center Evaluation Forms for...

It’s 2025. Your customers expect instant answers. Your agents juggle tools, tabs, and tough conversations.  And your call center evaluation form? It can’t still be stuck in 2015. If...
Call center compliance checklist

12 min read

Your Essential Call Center Compl...

It’s Monday morning, your coffee’s still brewing, and suddenly your inbox blows up. Not with sales leads or customer kudos - but with legal notices. Turns out, your call center made a ...
Call center quality management

13 min read

A Comprehensive Guide To Call Ce...

Ever hit “play,” heard a five-second silence, and thought, “Wait… what was that?” That’s the pain of losing a loyal customer after one bad call. In today's world, call centers are the ...
Customer sentiment analysis

Apr 25, 2025

12 min read

What is Customer Sentiment Analy...

Ever had a “bad feeling” after a customer call? Chances are, your customer felt it too. 70% of buying experiences are based on how customers feel they’re being treated. That’s not j...
internal quality score

9 min read

How to Measure and Improve your ...

Your agents are taking hundreds of calls a week. But how do you know if they’re actually doing a good job? Customer complaints don’t tell the whole story. Neither do CSAT scores. You need...

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