Agent-assist for 900 servicing reps
Handle-time scorecards quietly punish the reps who use it.
Open the live lab · pre-loaded to this scenario
Adoption & Change Readiness
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.
First-hand · Engagement Leadership · verified 2026-07-03
Sources: Contact-center agent-assist rollout — first-hand (card servicing, American Express); Incentive-alignment change-management practice