Pop-Up Squad
Last year's peak nights, replayed as a field kit for tomorrow's temporary agents.
The job
Prepare temporary surge agents for exactly the questions last year's same peak window brought, brief the AI agent with the same answers, and prove the temps performed as well as tenured agents.
The moment
On the second night of the holiday peak the temps' quality on where is my order is within two points of the regulars, the AI agent is answering 30% of the kit's questions on its own, and the retro names the one reason the temps still lagged: the same one last year's kit missed.
What it does
- Send the kit to the cohort
- Brief the AI agent with the kit's answers
- Register the gap target
- Maintain the cohort roster
What you see
Peak-season almanac with a tear-off field kit (cheat sheet, micro-lesson cards and voice notes)
What it moves
Temp-vs-regular QA gap per contact reason (target at most 3 points), repeat contacts within 7 days, and AI-agent containment on the kit's questions
Built for
- Operations
- QA, training & knowledge
- Contact-centre operations
- HR & employee experience
