Workflows
Insights become actions here: coaching queues, CRM notes, and ops tickets, each grounded in specific calls. Nothing syncs to an external system without human approval. 3 awaiting approval.
Cancellation-fee disclosure coaching: Bradac, Lindqvist, Murphy
Three agents (tenure 3 to 7 months) processed 14 annual-plan cancellations without the required $45 early-termination fee disclosure. Attached: flagged calls per agent plus two compliant exemplars from Sofia Marchetti and Lena Vasquez showing the disclosure delivered naturally before processing. Coaching brief: deliver the disclosure after the save attempt fails and before confirming cancellation.
Update paid-search-ne ad copy: same-day claim is members-only
Emerging issue crossed threshold (20 calls / 2 weeks). Ad promises same-day AC service; fulfillment is members-only during peak season. Estimated impact: 20 affected calls converting at 25% vs 84% baseline. Suggested owner: Growth (ad copy) + Ops (standby queue routing). Remediation: qualify the claim in ad copy, add member-priority explainer to the landing page, route affected callers to priority standby.
CRM notes: 3 unresolved refund escalations awaiting supervisor callback
Drafted structured CRM notes for three refund calls that ended with a promised 24-hour supervisor callback. Each note includes: intent (request_refund), disputed amount, prior missed appointments, customer sentiment at close (angry), promised follow-up window, and chargeback risk flag. Requires approval before syncing to CRM.
Rewrite pricing-migration email with tier mapping table
14 calls since June 15 trace to the migration email failing to map legacy plans to new tiers. Fix shipped to the account page already; the email template still lacks the mapping table. Owner: Lifecycle Marketing.
CRM notes: June 30 batch, high-risk cancellations
Structured notes for five churned annual-plan members, synced to CRM after approval on July 1. Includes cancellation reason (price), downgrade offer outcome, and win-back eligibility date.