Go/No-Go Poll
Launch control for the season: every station calls go, or the countdown holds.
The job
Prove that every part of the service stack is ready for a known peak before it starts, hold the countdown when one part is not, and grade each readiness check against what customers actually said on opening night.
The moment
At T-14 the clock stops mid-roll-call: Messaging NO-GO: the holiday WhatsApp template was rejected 19 days ago. Knowledge NO-GO: asked "what are your holiday hours?", the bot answered with last year's holiday hours. At risk: 4,100 hours contacts, $94,000 handling. Both are fixed by T-9, and on holiday morning the Knowledge lamp's verdict reads hours contacts at a third of last year's same day, n=1,380 vs 4,100.
What it does
- Hold or release the countdown
- Attest a station check
- Test-fire a seasonal workflow
- Page the station owner
- Open the verbatims behind a station
What you see
Launch-control roll-call: station lamps, a T-minus clock that can hold, and station consoles; shown on the screen in the readiness meeting
What it moves
Opening-night contacts on readiness items vs last season's same days (e.g. 'what are your hours' contacts), and the number of no-go items caught and fixed before T-0, with money at risk avoided in dollars
Built for
- CX leaders & VoC
- Contact-centre operations
- QA, training & knowledge
- Branch, store & field managers
