Fine-tune the use casePick the one closest to you
An operations program forteams facing
Will every one of your agents and team leads run the new complaint handling the same way?
Usually not. Each centre reads the same SOP differently, and you find out in the first real incident. This program aligns what your teams know, trust and do, in four one-hour team sessions.
Make it for your team
Execution readinessExample scores for a sample company. Add your website to estimate your own. Measured once your team plays. Ready at 80.
Where it usually breaks38Today81/ 100After the 4 team sessions
Ready to executeShared knowledgeHigh riskDifferent readings of the same step
Shared convictionHigh riskTeams trust the old way because it worked
Shared practiceMedium riskNo agreed move under time pressure
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: under the new process, when something goes wrong at the end of a shift, I…MMira…fix it myself and log it later.
JJonas…escalate to the hub straight away.
AAylin…hand it over to the next team lead with a note.
TTomas…call my manager and ask.
RRosa…I'm honestly not sure which step applies.
What it costs you if nobody notices
Shared knowledgeEvery centre, its own processEvery team's reading becomes its own version. The document is identical; the practice is not.
Shared convictionThe old way quietly survivesIf teams don't trust the new process, they follow it when someone is watching and fall back when no one is.
Shared practiceThe first real incident decidesWithout practice under pressure, the new process meets its first test live, with customers affected.
The program that closes the gap
Four one-hour sessions. Every one of your agents and team leads, the same process, from the first shift.
Session
Shared knowledgeShared convictionShared practice
S1Know the new processAgrees what each step means and where the old process ends.
Shared knowledge1Quiz each other alone then as a team on what handle it2Apply the handle, escalate or hand over rule to four real…Shared conviction3Decide how the head of operations drew the line between handleShared practice4Agree how every agent and team lead handles a problem at…5Rehearse the call on a serious issue late in the shift
DemoS2Trust the processShows you whether your teams think it is better than the old way, and why not.
Shared knowledge1Answer a quiz on when a team lead handlesShared conviction2Weigh what a shift going wrong under the new process actually costs3Decide the end-of-shift call yourselfShared practice4Align on when a shift problem gets handled5Rehearse the three calls a team lead makes at the end of a…
DemoS3Decide under pressureAgrees who acts, who escalates and who waits, in real situations.
Shared knowledge1Decide together who handlesShared conviction2Make the call on four real shift ending situationsShared practice3Agree who handles, escalates or hands over each…4Agree as a team how to handle
DemoS4Hand over cleanlyPractises the case at the end of a shift, where most failures start.
Shared knowledge1Agree the one rule for handlingShared conviction2Align as a team on backing the head of operations' escalateShared practice3Put the end-of-shift decision steps in the right order4Rehearse the end of shift moment
DemoPlay it yourself · a short demo · one exercise from session 3 · Sort the Situations
Alone first. Then the team agrees on one answer.
This is a taste, not the whole session. “Decide under pressure” 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.
Decide under pressure · Sort the Situations00:00MJLSYouAgree who handles, escalates or hands over each end-of-shift situationOn screen: Sort each of these 6 end-of-shift situations into its correct response 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 teams will run the new process, and where you should step in, before go-live.
Acme Support › Readiness intelligence › New complaint handling processEvery one of your agents and team leads runs complaint handling the same way
Readiness index81%Ready+43 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
When to escalate instead of handing overNot aligned in 4 of 14 playsShared knowledgeYour night shifts at two hubs · 34 people
Would we follow the new process on a busy shift?"Not yet, we still have concerns" in 2 playsShared convictionYour largest site · 28 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