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Jason Shouldice

Jason Shouldice

Jason Shouldice has spent 15 years running outbound contact centers and the VICIdial clusters that power them. He founded ViciStack and CCDocs after a decade of building and tuning predictive dialers for insurance, solar, and roofing shops — rooms that needed to measure ROI in weeks, not quarters, because payroll came every Friday.

Dashboards are a sore point for most of the rooms he walks into. Every VICIdial deployment ships with a real-time panel and a report runner, but the numbers operators actually need — connect rate by hour, abandonment rate under TCPA, list decay past day seven, cost per live-party contact — get buried under ten other tiles that never move. He has rebuilt KPI rollups for dialers running from 8 to 400 agents, pushing the raw vicidial_* tables into Grafana, Looker, and Sisense boards that managers can read during a standup without squinting.

Jason is not a vendor-neutral analyst. ViciStack sells a 2-week conversion lift engagement and ongoing VICIdial support, so every benchmark published on this site is something he has seen break — or work — inside a live room. When a number comes from a client engagement the identifying details get stripped; when it comes from public filings or vendor disclosures he cites the source. When a number is modeled rather than measured, the page says so out loud.

Outside ViciStack he has contributed patches to the VICIdial agent screen, shipped integrations against the Agent API, and spent embarrassingly many hours reverse-engineering why a Twilio SIP trunk was silently dropping every fifth answered call. He writes about call center KPI dashboards on this site because the existing material online is either BI-vendor marketing or 2015-era service-level essays that no longer reflect the post-TCPA, post-STIR/SHAKEN answer-rate collapse.

He lives in Vancouver, British Columbia. He answers his own email.

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