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An operations program forteams facing
Does one of your centres do it right, while another keeps making the same mistakes?
Usually yes. The best centre has worked out a way that works, and it has never left that centre. This program aligns what every centre knows, believes and does with the way that works, in four one-hour team sessions.
Make it for your team
Execution readinessExample scores for a team like yours. Add your website to estimate your own. Measured once your team plays. Ready at 80.
Where it usually breaks26Today88/ 100After the 4 team sessions
Ready to executeShared knowledgeHigh riskNobody can say what the best centre does differently
Shared convictionHigh riskThe other centres believe their situation is different
Shared practiceMedium riskThe same situation, a different answer at every centre
4 sessions~50 min each8–12 people per teamNo facilitatorThe gap
What you'd typically hear if five of your people answered alone.
SESSION 1 · FILL THE GAPSAnswered alone
Finish the sentence: the reason our best centre gets it right is…MMira…a few specific things they do that we could copy tomorrow.
JJonas…their people. You cannot copy that.
AAylin…they have it easier than we do.
TTomas…luck, mostly. Their numbers will come back down.
RRosa…I couldn't tell you. Nobody has shown us.
What it costs you if nobody notices
Shared knowledgeThe standard stays localIf nobody has written down what the best centre does, it cannot be copied, and every other centre reinvents a worse version.
Shared convictionOur centre is differentA team that believes its situation is special will listen to the best practice politely and change nothing.
Shared practiceThe customer gets the centre they gotWhen the same situation gets a different answer at every centre, your standard is whichever centre the customer happened to reach.
The program that closes the gap
Four one-hour sessions. Every one of your centres, the same way that works, the one your best centre already found.
Session
Shared knowledgeShared convictionShared practice
S1Know what worksAgrees what the best centre does differently, step by step, and what the numbers say.
Shared knowledge1Quiz each other on exactly what the best hub does…2Agree the exact words for what the best hub does differentlyShared conviction3Decide as the COO, then meet the real reason the…Shared practice4Sort real escalation situations into the one response the…5Rehearse the handover call when an incident needs to…
DemoS2Believe it travelsShows you which centres believe their situation is different, and what would convince them.
Shared knowledge1Quiz each other on why the best hub's results actually…Shared conviction2Feel what it costs when a hub believes its situation is different3Decide as the COO, then meet the real reasons behind the…Shared practice4Sort real escalation situations into the one response each…5Rehearse the shift handover moment
DemoS3Handle it the best wayHandles the same situation alone, compares with the way the best centre does it, and aligns on one way.
Shared knowledge1Quiz yourselves alone, then agree as a team on the facts…Shared conviction2Decide a late handover call aloneShared practice3Handle the same six handover situations as a team4Put the late handover steps in the right order
DemoS4Make it the standardPractises the situations where the old way pulls back, and agrees how each centre checks itself.
Shared knowledge1Agree how each hub practisesShared conviction2Decide as the COO, then meet the real reason every hub…Shared practice3Sort real handover and escalation situations into the one…4Rehearse the handover moment
DemoPlay it yourself · a short demo · one exercise from session 3 · Make the Call
Alone first. Then the team agrees on one answer.
This is a taste, not the whole session. “Handle it the best way” runs 4 exercises with your own team, on a call or in a room. Here is one of them, on the real screens, played with four AI teammates, so you can feel how a session works.
Handle it the best way · Make the Call00:00MJLSYouDecide a late handover call alone, then align on the best hub's wayOn screen: Reframe how you'd handle a late handover with a worried customer alone
You are playing with 4 AI teammates. Every screen opens on its briefing: read it, then tap I’m ready.
Readiness intelligence · what you'll see as teams play
Know which of your centres would handle the same situation the way your best one does, and where you should step in, before the gap between them becomes the standard.
Your company › Readiness intelligence › Every location to the standard of the bestEvery one of your centres handles the same situation the way your best one does
Readiness index88%Ready+62 pts25% participation + 25% progress + 50% alignment · Ready at 80
Shared knowledge48 → 88Shared conviction37 → 71Shared practice44 → 80
Participation94%141 of 150 people played at least once
Progress75%3 of 4 planned sessions completed
Alignment41% →78%468 of 600 points aligned
Failed alignment pointsWhere you should step in
The way that worksNot aligned in 14 of 36 playsShared knowledgeYour two smallest centres · 50 people
Is our centre really different?"Not yet, we still have concerns" in 2 playsShared convictionYour longest-serving centre · 40 people
Your agents and team leads could play this next week. Add your website to make it yours.
- 01 · 5 minConfirm the assumptionsCheck what we inferred about you and edit any text in place. Your edits are locked.
- 02 · 1 link per teamInvite your teamAny browser, any device. No account, nothing to install.
- 03 · after each playWatch readiness fill inYou see who played, what they agreed, and where to follow up.
Used by teams at
Free until you play live · ISO 27001 · EU data
Free until you play live · ISO 27001 · EU data