Shield Ledger
When customers abuse staff, the company visibly has their back.
Listen
Reason
Act
Verify
Learn
Closes 3 of 5: Listen, Reason, Act
The job
Detect customer abuse aimed at staff, protect the person in the moment, act on the abuser under policy with human approval, show staff that it happened, and price what abuse costs in attrition.
The moment
Example, illustrative figures
Forty seconds after an abusive call ends, the team lead's phone buzzes: ‘Offer a break.’ The next morning the agent gets a shield receipt saying the caller has been formally warned, and the floor wall ticks to ‘repeat abuse from warned customers: 0’.
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; team attrition and attrition cost in dollars vs baseline
Built for
- Contact-centre operations
- Frontline staff
- HR & employee experience
- CX leaders & VoC
