Our Blog
Discover the latest insights, tips, and updates from our team
What If Your Customers Hated Calling You?
Every day, your phone rings—and every call could be an opportunity. But what if many customers secretly dread dialing your number or cringe when your number appears on their screen?
When to Fire Your Call Center
For years, outsourcing your phones to a call center felt like a no-brainer. Someone else answers, you look professional, and business keeps rolling. But in 2025, the cracks are showing.
Summer Rush, Staff Shortages, and Missed Calls
Summer 2025 is shaping up to be brutal. Customers are calling non-stop. Staff are off on vacation. It’s hot, it’s hectic, and you’re doing everything you can just to keep up.
Tariffs Are Rising. Your Costs Are Too.
If hardware, supplies, or labor costs have gone up in the last 6 months—you’re not imagining it. New tariffs are quietly jacking up the cost of doing business across the US, and most local business owners are being left to figure it out on their own.
Contact Centers vs. Cost Centers
The prevailing wisdom is that shorter calls and FCR maximization are the key to profitability. Is that still the case?
Voicemail is Dead. Long live the Phone.
Voicemail isn’t just outdated—it’s broken. Most customers won’t leave a message. Many won’t call back.
Your Receptionist Is Your Best Salesperson
Every time your phone rings, you’re at a crossroads: win the customer or lose them. 85% of people who call a business and don’t get an answer won’t call back. 80% of callers who hit voicemail won’t leave a message.
Why Customers Still Call
In a world full of websites, apps, and chatbots, customers still pick up the phone. And they’re not doing it by accident. They’re calling because they need something now—answers, action, reassurance.
Your Phone Is Lying to You
The phone still rings. Customers still call. You still book jobs. So you assume the phone is working. But here’s the uncomfortable truth: your phone is lying to you.
How to Responsibly Pass the Turing Test
We didn’t set out to trick anyone. But we discovered something odd: being up front can actually hurt the user experience.
How should AI agents remember things?
Everyone's had frustrating experiences talking to automated customer service systems. You ask a simple question, and the AI has to repeat it back to you to make sure it got it right.
What makes a good AI support agent?
Even as AI improves, how do we know when an AI is as good as a human? Sometimes a particularly smart bot will impress us with its answer to a question. Other times it'll kick us in the teeth with an incoherent or nonsensical response.
How should we think about time?
When someone reaches out to a contact center, they rarely do so for leisure. They have a question, an issue, or a need, and they expect timely and precise assistance.
Want Lazy Employees? Just Add Time Pressure.
It's great to make customer support as efficient as possible, but taking this urge to its logical conclusion can do serious damage to the right end goals
Now you've seen it all!