Category: Contact Center
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By 4PM I Know Exactly Where We’ll Close at 6PM
The End of Day Metrics told us what happened yesterday. I built a system that tells us where we’ll close at 6PM — by…
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I Stopped Watching the Dialer and Built Something to Watch It for Me
A CLI tool became a loop. The loop grew and had kids for a year. Then I stopped building and started writing a spec.…
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The DNC Request That Used to Take 15 Minutes Now Takes 3 Seconds
Every minute a flagged number stays active is a minute of compliance exposure. Here’s what it looks like to close that window — and…
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A Year In, I Realized I Had Automated My Job Away
Six months learning the friction. Six months building. By month twelve, the job was monitoring itself — and I knew exactly what that meant.
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How to Handle Reassigned Phone Numbers in Outbound Calling
Standard DNC scrubbing doesn’t catch reassigned numbers — it checks opt-outs, not ownership. Here’s what the FCC Reassigned Numbers Database is, why your lead…
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How to Build a TCPA Compliance Audit Trail for Your Contact Center
A TCPA complaint has one question: can you prove the call was compliant? If the answer requires reconstructing removal history from four systems by…
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How to Integrate Convoso with Zoom Contact Center
Running Convoso and Zoom Contact Center together means compliance actions need to reach both systems. Here’s how to build the unified fan-out — and…
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How to Build a Contact Center Performance Dashboard in Google Sheets
Google Sheets can replace most of what contact center analytics platforms charge for — if the data ingestion is automated. The formulas aren’t the…