Founder & CEO
Jason Shouldice
Founder of ViciStack. Runs the shop out of Houston, TX.
jason@ccdocs.com · Houston, TX
Background
Jason has spent the last decade running VICIdial installations for outbound and inbound contact centers -- solar, roofing, insurance, B2B appointment setting. Not consulting from a distance. Operating the servers, writing the dialplan, watching the hopper drain, and getting the 3 a.m. pages when a carrier flips a trunk.
The work he cares about is the unglamorous middle of the stack: dial ratios that adapt to contact rate instead of a static number, AMD thresholds tuned per carrier (not copied from a forum post), DID rotation that stays ahead of flagging, and agent utilization curves that show up in the P&L instead of the dashboard vanity wall.
ViciStack exists because most VICIdial shops are leaving 20-40% of their contact rate on the floor and don't know it. The methodology Jason documents -- across the three research clusters below -- is the same one he runs on client systems: measure first, tune second, publish the numbers.
Before ViciStack, Jason built and ran CCDocs, a call center documentation and onboarding platform still used by operators across North America. Everything he publishes is pulled from live systems, not slide decks.
Research Clusters
Long-form technical sites Jason authors and maintains.
Predictive Dialer ROI
Where the dial-ratio math actually lives -- contact rate, drop cap, and agent utilization as one coupled system.
predictive-dialer-roi.com →VICIdial Hosting Costs
The full TCO picture -- carrier minutes, server capacity, DID rotation, and the hidden fees that kill a P&L.
vicidial-hosting-costs.com →Call Center KPI Dashboard
The 30 metrics a supervisor should be watching, why most dashboards only surface 7, and how to fix that.
call-center-kpi-dashboard.com →Recent Articles
Selected writing on VICIdial, predictive dialing, and contact center operations.
- The 7 metrics every VICIdial supervisor actually watches (and the 23 they should) DEV Community
- The VICIdial hosting math that makes or breaks a call center P&L DEV Community
- AMD tuning: what VICIdial operators almost always get wrong DEV Community
- VICIdial hosting: the TCO math most operators skip Hashnode
- VICIdial supervisor metrics: 7 are not enough Hashnode
- Predictive dialer ROI is not about the dial ratio Hashnode
Want to talk operations?
If you run a dialer and the numbers don't match the promise, send over the detail. No sales pitch.
jason@ccdocs.com