This lab exists because “best practices” are usually invented on the spot by the most confident person in the meeting.
Every week I’ll dissect one: queue logic, IVR myths, and heroic tales of someone insisting that “AI” is a strategy.
No opinions. Only packets, math, and caffeine measured in milligrams.
Every “modernized IVR” is a legacy script with contouring.
Science still works, even in customer experience.
You’ll see code, design, and sarcasm held together with coffee and hubris.
Welcome to the Lab. Lab coats on. Sharpen your pencils. I’mma give you a learnin’