Agent assist for 900 servicing reps
Handle time scorecards quietly punish the reps who use it.
Open the live lab · preloaded to this scenario
Adoption Readiness Decision Instrument
Context
A card servicing operation rolls agent assist to 900 reps. Sponsorship is strong and the tool fits the desktop, but the incentive scorecard still rewards raw handle time, so the best reps who slow down to use the assist look worse.
The decision
Conditional go: scale in parallel with fixing the scorecard. The incentive misalignment, not the tech, is the factor holding the composite under Scale.
What most miss
Adoption is a comp plan problem in disguise. If the scorecard punishes the behavior you want, no amount of training moves the needle.
Stakes
Reps optimize to the metric they're paid on; a misaligned scorecard silently kills usage while every dashboard looks green.
Firsthand · Operating Model and Transformation Leadership Artifacts · authored reference date 2026-07-03
Sources: Contact center agent-assist rollout, firsthand (card servicing, American Express); Incentive-alignment change-management practice