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An operations program forteams facing
Example for 150 agents and team leads · 4 one-hour sessions

Will your agents log every case in the new CRM, or keep their own notes?

Usually around it. Training covers the clicks, not the decisions, so every team builds its own workaround. This program aligns how your teams use it, trust it and fall back, in four one-hour team sessions.

Make it for your team
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Or see the sample program ↓
Execution readiness
38Today81/ 100After the 4 team sessions
Ready to execute
Example scores for a sample company. Add your website to estimate your own. Measured once your team plays. Ready at 80.
Where it usually breaks
Shared knowledgeHigh riskDifferent ideas of what goes into the system and when
Shared convictionHigh riskTeams doubt it is better than their spreadsheet
Shared practiceMedium riskNo agreed move when the system is wrong or down
4 sessions~50 min each8–12 people per teamNo facilitator
The gap

What you'd typically hear if five of your people answered alone.

SESSION 1 · FILL THE GAPSAnswered alone
Finish the sentence: when the new system and my own notes disagree, I…
MMira…trust my notes. I know the floor.
JJonas…follow the system, even if it looks wrong.
AAylin…follow the system and raise a ticket.
TTomas…ask my team lead what to do.
RRosa…keep both and decide case by case.
What it costs you if nobody notices
Shared knowledgeData goes in five different waysIf every team enters it differently, the reports the system was bought for are wrong from day one.
Shared convictionThe spreadsheet survivesTeams who don't trust the system keep the old tool on the side, and you pay for both.
Shared practiceThe first outage becomes the excuseWithout an agreed fallback, the first bad day is the reason everyone goes back to the old way.
The program that closes the gap

Four one-hour sessions. Every one of your agents and team leads, the same way of working in the new system, from go-live.

Session
Shared knowledgeShared convictionShared practice
S1Know what goes in, and whenAgrees what is entered, by whom and at which step.
Shared knowledge1Agree what goes into the CRM, who logs it, and when2Agree what every agent logs in the CRMShared conviction3Decide the CRM versus notes call yourselfShared practice4Sort real call scenarios into the right response5Rehearse the moment a customer's history lives in a spreadsheet
Demo
S2Trust the systemShows you whether your teams think it beats the old tool, and why not.
Shared knowledge1Quiz the team on when to trust the CRMShared conviction2Align the team on when to trust the CRM over personal notes3Decide the CRM versus notes call yourselfShared practice4Sort real CRM situations into the right response5Agree the one action every agent takes when the CRM
Demo
S3When the system is wrongAgrees what to do when the data and the floor disagree.
Shared knowledge1Align on what counts as fact when the CRMShared conviction2Decide how to handle a CRM gapShared practice3Agree how your team sorts CRM situations into the right response4Agree the right order of steps for recovering a case when…
Demo
S4When the system is downPractises the fallback, and how to catch up afterwards.
Shared knowledge1Check the team's shared facts on loggingShared conviction2Align behind the head of operations' rule for when the CRMShared practice3Agree the correct order of steps when the CRM goes down4Rehearse the moment a CRM outage forces a call
Demo
Play 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. “When the system is wrong” 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.

When the system is wrong · Make the Call00:00MJLSYou
Decide how to handle a CRM gap, then compare your call to the leader's standardOn screen: Reframe each of the 4 CRM situations as the move you'd actually make alone
On your ownWork on your own. Your answer stays private until everyone is done.
02:12
YStay muted
Reframe each of the 4 CRM situations as the move you'd actually make alone
Statement
Your feedback
01A customer calls back for the third time. The CRM shows nothing from the last two calls, but a colleague has notes in a spreadsheet. What do you do right now, on this call?
02The CRM assigns a complaint a lower priority than you think it deserves based on what the customer told you. What do you do?
03The CRM is down for your shift. Customers are still calling with complaints that need handling. What do you do?
04You notice the CRM record for a case looks wrong, maybe a field was entered incorrectly by someone else. What do you do?
Source: Acme Support internal process: Complaint handling, new CRM rollout across three support centres
0 of 4 written
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 are working in the new system, and where you should step in, before the workarounds set.

Acme Support › Readiness intelligence › New CRM rolloutEvery agent logs cases the same way in the new CRM150 agents and team leads enrolled · 3 of 4 sessions played · 11 plays · owner: you
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
Correcting wrong data in the systemNot aligned in 5 of 12 playsShared knowledgeYour two oldest sites · 41 people
Would we drop our own spreadsheets after go-live?"Not yet, we still have concerns" in 2 playsShared convictionYour planning team · 12 people
Sample data. Before anyone plays, readiness is estimated from your material. Real numbers come only from live plays with your team.
You are looking at a sample

See how ready your team really is.

Add your website and, optionally, what's changing. We estimate your team's readiness and build the four sessions that close the gaps, for your processes, sites and teams.

About 10 minutes · nothing is sent to your team

Your agents and team leads could play this next week. Add your website to make it yours.

  1. 01 · 5 minConfirm the assumptionsCheck what we inferred about you and edit any text in place. Your edits are locked.
  2. 02 · 1 link per teamInvite your teamAny browser, any device. No account, nothing to install.
  3. 03 · after each playWatch readiness fill inYou see who played, what they agreed, and where to follow up.
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