Author

Elena Vance

Head of Delivery. Ships assistants into live support desks. Previously ran rollout for two contact centres. Writes the playbooks column.

Start with the job, not the model

Pick the workflow before you pick the API. What we map in week one — and why it never starts with the model.

Two weeks, one number

Every engagement starts with the single metric the board can argue about. Here is how we pick it.