Practical writing on web development, product design, automation and applied AI.
Automation
How to turn calls into structured CRM fields: choosing fields that change behaviour, closed values over free text, handling 'not discussed' properly, and validating extraction against human review.
10 min read
Automation
A peak-load playbook: what to offer callers when all agents are busy, which calls should never be diverted, how to set the thresholds, and the metrics that prove peak abandonment fell.
10 min read
Automation
Ten things worth extracting from call transcripts — from calls that should never have happened to the objections that actually arise — plus how to keep the analysis honest and get it acted on.
10 min read
Artificial Intelligence
Qualifying dealership enquiries before the test drive: vehicle interest, financing route, trade-in and timeline — plus routing, live stock needs and metrics that track attendance, not bookings.
10 min read
Artificial Intelligence
What to track about competitors beyond follower counts: recurring complaint themes, launch reception, comparison conversations and switching signals — with symmetric queries and an ethical boundary.
10 min read
Automation
A framework for calculating the cost of missed calls from your own telephony and CRM data: six categories, five inputs, and why the hourly pattern matters more than the total.
11 min read
Automation
Twelve CRM events worth starting a call for — across sales, lifecycle and operations — plus the frequency caps, priority rules and cancellation conditions that keep event-driven calling welcome.
11 min read
Automation
A list-driven reactivation playbook: segmentation that changes results, script variants by segment, suppression done properly, and why the churn-reason data outlives the sales figure.
10 min read
Automation
Where keypad input still beats speech: sensitive values, long numeric strings, noisy environments, language selection and confirming irreversible actions — plus how to design the hybrid.
10 min read
Tell us what you want to build and we will work out the scope, timeline and approach together.
