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Jason Shouldice18h ago • 2 min read
AMD tuning: what VICIdial operators almost always get wrong
Most answering-machine detection configs in production are wrong in one of two directions. The cost ...
#vicidial#callcenter#telephony#saas
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Dialphone Limited5d ago • 3 min read
How We Cut a 200-Person Call Center's Hold Times from 8 Minutes to 45 Seconds
A regional health insurance company called me because their members were waiting an average of 8...
#voip#callcenter#optimization#casestudy
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Jason Shouldice21h ago • 2 min read
The 7 metrics every VICIdial supervisor actually watches (and the 23 they should)
Most call center dashboards show agent utilization, idle time, and closed-disposition rate. That com...
#vicidial#callcenter#saas#telephony
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Skyos Bpo5d ago • 3 min read
Why Smart Companies Are Outsourcing Everything in 2026
In 2026, businesses are operating in an environment where efficiency, cost control, and scalability....
#bpo#callcenter#oustourcing
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Dialphone Limited4d ago • 2 min read
The Real Cost of Running a Contact Centre on the Wrong Phone System
A 120-agent contact centre in Birmingham called me because their agents were averaging 11-minute...
#voip#callcenter#costs#business
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