The Hybrid Call Center OS — AI Call-Center Growth Blueprint — From First Ring to Revenue

ebook

By Alex Strange

cover image of The Hybrid Call Center OS — AI Call-Center Growth Blueprint — From First Ring to Revenue

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Format

ebook

Author

Alex Strange

Publisher

Alex Strange

Release

20 August 2025

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Subjects

Business Nonfiction

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Build a call center that scales on purpose—human + AI, one calm week at a time.

If your floor swings from "all lines busy" to "where did the leads go?", you don't need another silver-bullet script—you need an operating system. The Hybrid Call Center OS gives leaders, WFM pros, and pathway engineers a complete, battle-tested rhythm for running a mixed team of agents and automation.

What you'll learn

  • The weekly rhythm: pick one lever, ship a safe A/B, and publish the change log.
  • Six Dials that matter: Connect → Qualified → Booked → Show → Won (+ demand in).
  • Guardrails before cleverness: QA thresholds, AHT bands, complaint caps, consent proof.
  • Drillbook, not drama: First-check → safe rollback → owner → "done when."
  • WFM fundamentals: coverage math, shrinkage, and an intraday playbook that actually holds.
  • Quarterly pit stop: run the whole OS in a single 8-hour recap day.

    • What's inside

  • Fire drills for real failures: spam flags, queue spikes, payment pauses, broker surges, calendar drift.
  • Bot + human handoff rules: kill loops, keep state, and decide ownership early.
  • QA calibration in 20 minutes: one clip, one point, one practice.
  • Change-log cadence: the minimum fields everyone can follow.
  • Scorecards & tables: category scoring, experiment cards, and slim 6×9-friendly templates.

    • Who it's for

  • Operators & founders building an outbound engine or service desk.
  • WFM & QA leads who need simple guardrails and fast rollbacks.
  • Pathway engineers connecting IVR/AI to human reps without creating loops.
  • Revenue leaders who prefer measured growth over seat-of-the-pants sprints.

    • Why it works
    Because you stop guessing. You run one visible bet each week, protect the rails, and let the numbers tell you when to move faster. Calm compounds.

    ISBN: 9798231672769

    Format

    ebook

    Author

    Alex Strange

    Publisher

    Alex Strange

    Release

    20 August 2025

    Share

    Subjects

    Business Nonfiction
    The Hybrid Call Center OS — AI Call-Center Growth Blueprint — From First Ring to Revenue