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.