WISMO on live deliveries: FCR as the north star

Support volume was driven by real-time delivery friction, not product defects. WISMO dominated the queue. Agents had to orchestrate an independent-contractor driver and the end consumer in the same ticket. Cost-to-serve per order had to stay low without cutting quality.

Approach

1. 01Unified agent workspace: driver location, warehouse inventory, and order history on one screen.
2. 02Pods trained on refund and credit logic, not generic care scripts.
3. 03AI scoring on 100% of contacts for accuracy and tone, with coaching before CSAT dips.
4. 04Seat count flexed with promo calendars and weather-driven demand.