Free triage workbook
Untangling the Noise
Finished the workbook? Learn about the live coaching session
Separate the loudest complaints from what has the highest value to the business
You're juggling urgent issues and competing priorities. The same issues come back again and again, and there is never time to fix what is broken.
Complete the free workbook. Then take it one step further in a live coaching session.
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The issue everyone complains about loudest isn't always the most expensive or valuable one.
What you'll bring
Your top contact reasons from your support platform, and your own judgment. Spend 30 minutes or less. Estimates are fine.
What you'll do
1
List your top issues
Write down the top 5 issues driving customers to contact you, in the order they come to mind.
2
Estimate volume and volatility
For each issue, estimate contacts in a typical low month and a typical high month.
3
Estimate the pain
Roughly rate how much it hurts customers, agents, and the business.
4
Compare volume vs. pain
Plot each issue on the matrix.
Step 2 · With live coaching
The Untangling the Noise live coaching
Bring your completed workbook to 60 minutes of live coaching. Map the root causes behind your top issues, weight them toward business risk, and leave with a priority statement you can bring to your exec. Pain is where value to the business starts.