Floor Quiz Night
Last week's real customers set the quiz; wrong answers set Monday's lesson.
The job
Finds what frontline agents don't know from real customer moments, teaches the answer that actually worked, fixes the same gap in the AI agent's knowledge, and proves the gap closed on live calls.
The moment
Teams on the contact-centre floor play a pub-style quiz built from last week's real customer calls.
The reveal shows nine of twelve teams picked the answer the old policy allowed. The real agent on that call made the same mistake, and the customer called back twice.
The answer that worked becomes Monday's lesson, and the same gap is fixed in the AI agent's knowledge.
Two weeks later, wrong answers on that topic in quality checks fall from 31 to 4, avoiding repeat contacts worth $18,400 a month.
What it does
- Build Thursday's quiz
- Record team answers
- Send Monday's micro-lesson
- Send a knowledge gap to the AI agent
- Stamp the lesson verdict
What you see
Pub-quiz night on the floor's big screen with a team scoreboard and a reveal of the real call
What it moves
The rate of wrong answers on quizzed topics in live quality checks, scored on giving correct information, and weekly repeat contacts on those topics, priced in dollars.
Built for
- QA, training & knowledge
- Contact-centre operations
- Frontline staff
