September 7, 2026
What missed calls are actually worthWhy missed call calculators inflate: rings counted as people, every caller counted as a prospect, credit for those who come back anyway, revenue read as profit.
September 6, 2026
How many people do you need to answer calls?Staffing a phone line is not division. What offered load, shrinkage and occupancy actually mean, worked through one busy half hour, with the arithmetic shown.
September 4, 2026
Call centre software for a five-person teamWhat a five-person team needs from call centre software, what the category charges for that a small team never opens, and how to read a quote.
September 4, 2026
Missed calls while everyone is with a customerWhy calls go missing when everyone is with a customer, what a waiting caller should hear instead, and how “press 1 and we ring you back” really works.
September 4, 2026
One number for sales, service and billingHow one published number reaches the right person for each kind of call, who decides that, and what happens when nobody on the team is free to answer.
August 22, 2026
Call queues and skills-based routing in QuebecA queue does not create availability. What skills-based routing does, what a waiting caller needs to hear, and the point where a queue becomes a symptom.
