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What we learn from listening to calls

Operations notes, AI metrics and automation for contact centers. Everything comes from live operations, with measured numbers and their source.

Printed report seen from above with a single row highlighted in yellow among dozens of grey rows

August 19, 20268 min read

How to tell if an AI call metric is actually reliable

The average swallows exactly what you send the supervisor. The four causes of a bad AI metric and the checklist that stops you rewriting prompts against a wall.

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Empty office at sunset overlooking Cerro de la Silla in Monterrey, a headset resting on the desk

April 5, 20265 min reades

What we heard in AIM8's first year

Most contact center operations are not designed, they are improvised. A walk through what we found by listening.

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