From 400 Calls in Queue to Zero Hold Time

What happens when your contact center hits peak demand… and the queue explodes?In this episode, Max sits down with Michael Cibelli (PolyAI) to break down how one major brand went from 400+ callers waiting in queue to zero hold time—without wrecking customer experience.You’ll learn why traditional IVR trees (“Press 1 for…”) fail, what replaces them, and how modern Voice AI can contain calls end-to-end (not just “deflect” them). They also unpack the real-world risks—like AI hallucinations, compliance in regulated industries, and why context transfer matters more than most CX teams realize.What you’ll learn:Why IVR systems create customer rage (and broken experiences)The difference between call deflection vs call containmentHow Voice AI scales CX without scaling headcountHow to prevent “repeat yourself” transfers that destroy trustThe hidden cost of agent churn + seasonal hiringWhy BPOs are paying attention to Voice AI right nowHow analytics from customer calls can unlock real business ROIIf you’re leading CX, operations, IT, or customer support—this is the playbook for building a contact center that stays fast, consistent, and on-brand when demand spikes.🎧 Subscribe for more conversations on IT, CX, AI, and operational leverage.