Pop-Up Squad
Last year's peak nights, replayed as a field kit for tomorrow's temporary agents.
The job
Prepares temporary agents for the exact questions the same peak brought last year, briefs the AI agent with the same answers, and proves the temps performed as well as experienced agents.
The moment
Temporary agents hired for the holiday peak get a field kit built from the questions customers asked in the same peak last year. The AI agent is briefed with the same answers.
On the second night, the temps' quality scores on "where is my order" are within two points of the regular agents.
The AI agent is answering 30% of the kit's questions on its own.
The review afterwards names the one reason the temps still fell behind: 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
The quality gap between temporary and regular agents for each contact reason, with a target of at most 3 points, repeat contacts within 7 days, and how many of the kit's questions the AI agent handles alone.
Built for
- Operations
- QA, training & knowledge
- Contact-centre operations
- HR & employee experience
