The Builder's Log

bpo_insights

[BPO Insights] From 0 to 5 Production Deployments: The Playbook We Built

Deployment Zero Before I talk about the five deployments, I need to talk about the one that preceded them.

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[BPO Insights] The Week Everything Almost Fell Apart

I'm Not Going to Polish This One I'm writing this on a Friday afternoon.

bpo_insights

[BPO Insights] I Stopped Selling Features and Started Sending Cloned Websites

The Deck Nobody Wanted For our first 8 months of selling, we did what every enterprise software company does.

bpo_insights

[BPO Insights] Watching Our AI Handle Its First 200 Weekend Calls

Friday 5:01 PM The clinic closed.

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[BPO Insights] The Partnership Negotiation That Got Tense (And Why Tension Was Healthy)

The Call That Went Sideways I want to tell you about a negotiation that got uncomfortable.

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[BPO Insights] We Rebuilt Our Conversation Flow at 2 AM Because a Patient Needed Triage, Not Scheduling

The Call That Broke Our Flow It was 2 AM on a Tuesday.

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[BPO Insights] The Conference Demo That Changed Our GTM Strategy: How One Live Build Created More Pipeline Than 6 Months of Outbound

Booth 47, Day 2, Hour 6 By hour six of the second day at a major CX industry conference, I'd had the same conversation roughly 40 times.

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[BPO Insights] Hiring Our First Enterprise Sales Rep Taught Me We Weren't Ready

The Hire That Was 6 Months Too Early I hired an enterprise sales rep because the pipeline felt like it needed one.

bpo_insights

[BPO Insights] Three Features I Built That Nobody Uses (And One I Almost Didn't Build That Everyone Wants)

The Features I Was Proud Of I'm going to tell you about three features my team spent months building.

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[BPO Insights] A Customer Taught Me Our Pricing Model Was Upside Down — And It Changed How We Sell

The Call That Rewired My Thinking Three months ago, I was on a call with a COO at a mid-market healthcare BPO.

bpo_insights

[BPO Insights] Scope Creep Almost Killed Our Best Partnership: How Five Promising Workstreams Paralyzed Everything

The Partnership That Had Everything I'm going to tell you about a partnership that almost died from potential.

bpo_insights

[BPO Insights] The Hardest Conversation I Have Every Week: Telling BPO Operators Their Timeline Is Wrong

The Calendar That Doesn't Match Every week — and I mean literally every week — I have a version of the same conversation.