At 4:12 p.m. yesterday in Five9, I tried a Whisper and my agent fat-fingered Barge, so my ‘acknowledge, align, assure’ coaching went live to the customer. The caller thanked us for the “process clarity,” AHT fell 22 seconds that hour, and now the team thinks I should cameo on tough calls — anyone else had a misclick turn into a performance win?
Happy Bob Ross moment with that ‘process clarity’. Did you see any CSAT lift or just the AHT dip? I’d run a two‑week planned cameo pilot on complex calls with a one‑line courtesy intro and have @QA track AHT/CSAT; if CSAT holds, codify it and remap the Barge hotkey to prevent accidental drop‑ins.
I’ve had a few flubs lead to unexpected wins too. That ‘process clarity’ moment must’ve been a surprise — but don’t underestimate the power of intentional coaching following that. Maybe a follow-up training session on those tough calls could refine that success even more, @maria_garcia2021?