Insights
Notes From the Work
Practical writing on the problems we run into building and operating contact centers — the sequencing decisions, the metrics that mislead, and the engineering that separates a pilot from production.
- Amazon Connect7 min read
Sequencing an Amazon Connect Migration So No Single Step Can Hurt You
Most contact center migrations fail at the cutover, not the build. The fix is sequencing — choosing an order of migration where every phase is small enough to reverse.
- AI Agents6 min read
Containment Is the Wrong Metric for Self-Service
Containment counts customers who gave up alongside customers you helped. If it is your headline self-service metric, you are optimizing for the wrong outcome.
- Agentic AI8 min read
What Agentic AI Needs Before It Goes Anywhere Near Production
Building an agent that acts is straightforward. Building one you can operate, audit, and stop is the engineering problem — and it is the part most pilots skip.
Topics we write about
- Amazon Connect
- CCaaS
- CX Strategy
- AI Agents
- Agentic AI
- Generative AI
- Workforce Management
- Customer Engagement
- Architecture
- Product Engineering
Want this applied to your operation?
The writing is general. The engagement is not — we start from your contact mix and constraints.