Table Read
Leaders read one real conversation aloud as a screenplay, then rewrite it.
The job
Has leaders live through one real customer conversation, in the customer's words and at the customer's pace. They then commit to the policy, script or system change that would have saved it, and see the combined effect of those changes.
The moment
Leaders read one real customer conversation aloud, set out like a film script. The CFO plays the customer: "This is my fourth call. The operation is on Friday."
A note in the margin shows that 3 days pass before the next line. The room goes silent.
The rewrite shows the one line that policy forbids agents to say. The policy changes that afternoon.
The next month, the log of changed lines shows repeat contacts about that kind of problem down 22%.
What it does
- Approve a script for reading
- Log the line that must change
- Notify the owner
- Open the source conversation
What you see
Screenplay table read with a director's-cut time margin, a rewrite scene and a 'Lines We Changed' register
What it moves
Repeat contacts each month about the problems leaders committed to fixing, and the number of policy or script lines changed each quarter.
Built for
- Executives & leadership
- Contact-centre operations
- QA, training & knowledge
