CS Update: Agent Work Flow

On the back of the roll out conversation with Rob, we have made the relevant adjustments to the working group flows and ultimately the daily work flow for agents. 

Why?

The aim is improve overall Customer Experience by reducing the amount of touchpoints 1 ticket has within our teams. 

Inline with this, we want you all to feel empowered to connect with our customers, own your tickets, and harness a resolutions mindset with every interaction. 

Knowledge Updates

1. Agent Rhythm - Procedure and Flows
   1. Managing Daily Flow 
   2. Managing Follow up Time
   3. Managing RDO Reallocations
2. CS - Ticket Reallocations

Key Changes

Agents will no longer be split into working groups (Call Crushers and Email Agents). Instead, we are pivoting back to 'BAU', with major improvements from Zendesk helping to improve this process greatly.

Additionally, 'email time' is being transitioned to 'Follow Up Time' to more closely align with our expectations of how this time should be used - to work on tickets requiring action/ follow up. 

What this means?

Agents will now own tickets from end to end, with the mindset of 'you answer it, you own it'. No more running the 'Call Crush' Macro. 

When?

Effectively immediately.

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 8th August 2025, titled "Update! Agent Work Flow" sent by Riley L (Customer Experience Operations Leader).