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Notes on running a phone team well

Practical writing on routing, coverage, coaching and the numbers worth watching. No thought leadership, just what works.

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1IndustryThe four call metrics worth putting on a wallboard8 min read11,290

2ProductWhat AI call summaries are genuinely good at, and what they are not6 min read9,240

3GuidesWhy a local number gets answered and an unknown one does not7 min read8,420

Guides18 August 20267 min

Why a local number gets answered and an unknown one does not

Answer rates fall off a cliff when the caller ID looks foreign. Here is what the numbers actually show, and how to fix it without opening an office abroad.

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Guides11 August 20266 min

Call routing that does not annoy your customers

Most IVR menus are built for the org chart, not the caller. A short guide to designing a flow people get through without swearing at the keypad.

Industry4 August 20268 min

The four call metrics worth putting on a wallboard

Most contact centre dashboards measure what is easy to count. These four tell you whether customers are actually being served.

Industry28 July 20269 min

Scaling support without scaling headcount

What actually changes when call volume doubles, and which levers give you capacity back before you start hiring.

Engineering15 July 202610 min

Moving off a legacy PBX without a bad weekend

A practical migration order for teams still running on-premise hardware, including what to port first and what to leave until last.

Product2 July 20266 min

What AI call summaries are genuinely good at, and what they are not

An honest look at automatic transcription and summarisation after a year of running it across live customer calls.

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