Backstage, Onstage
Staff voice in one ear, customer voice in the other; fix where they rhyme.
The job
Put what staff say about a site or zone beside what that site's customers say, pair the themes that share a cause, fix them jointly with an HR owner and an ops owner, and verify that both sides went quiet; once enough fixes have verified, use the staff side as a two-week early warning.
The moment
Left ear: 40 staff voices at one site say the system freezes and we get the blame. Right ear: that site's customers say on hold forever three times as often as the sister site's. The CRM patch ships; six weeks later the HR head hands the CEO headphones, presses play, and the dissonant pair resolves into a clean chord because both ears went quiet in the same fortnight. Then she opens last season's replay: a backstage storm the cone would have flagged 14 days before customers started complaining.
What it does
- Open a joint fix
- Announce the fix to staff
- Send the client a note
- Request a staff move
- Refresh employer reviews
- Play the chord
What you see
A stage set (backstage sky above, onstage sky below, rhyme lines between), a two-sided fix ledger, a headphone stereo-chord reveal, and a forecast cone once its track record earns it
What it moves
Annualised agent attrition at the site (%) and customers' 'on hold / not helped' complaints per 1,000 contacts, priced together as attrition cost plus SLA credits avoided, in dollars
Built for
- HR & employee experience
- Executives & leadership
- Operations
- Contact-centre operations
