Shield Ledger
When customers abuse staff, the company visibly has their back.
The job
Detects customer abuse aimed at staff and protects the person in the moment. Acts on the abuser under policy with a human's approval, shows staff that action was taken and prices what abuse costs in staff leaving.
The moment
An agent takes an abusive call. The app spots abuse aimed at staff so the company can protect the person in the moment.
Forty seconds after the call ends, the team lead's phone buzzes with a prompt: "Offer a break."
The next morning, the agent gets a receipt saying the caller has been formally warned under company policy.
The wall on the floor updates: repeat abuse from warned customers stands at zero.
What it does
- Offer a recovery break
- Open a shield case
- Request a policy action against the abuser
- Send the shield receipt
- Send the HR or client QBR page
What you see
Realtime protection pings, shield receipts, and an anonymous floor pulse wall
What it moves
Repeat abuse from warned customers, recovery breaks offered within 1 minute, and team attrition and its cost in dollars compared with the baseline.
Built for
- Contact-centre operations
- Frontline staff
- HR & employee experience
- CX leaders & VoC
