Fill in the Blanks: Why Your Agents Start Every Conversation Blind

Welcome back to the 5-Minute CX Playbook: tactical, high-impact Plays for CX leaders who want to drive change, not just read about it. This is Play #2.

Picture this: your agent’s ready to help.

But first, they need to copy the customer ID from the ticket, paste it into the CRM, cross-reference device logs, and check a different system for the last interaction.

By the time they’re ready to respond, they’ve already lost 30 seconds…
and the customer’s patience.

Now imagine doing that for every. single. ticket.

The issue isn’t effort — it’s access.
Even the best agents can’t do great work without the right information.

When tools don’t talk to each other, agents lose visibility: No recent interactions, no device data, no real-time updates.
They’re left scrambling through systems instead of solving problems.

The result?

Slower handle time. More escalations. Less trust.
Even simple issues feel frustrating… for both customer AND agent.

The solution isn’t more tools.
It’s giving agents the right info, right when they need it.

That’s what Wag! did.
When customers reached out through the app, Wag! automatically passed key details (like customer metadata and interaction history) directly to the support team—giving agents the context they needed before the conversation even started.

The result? Faster connections, more personalized support, and a smoother experience for everyone involved.

🎯 Play #2: Fill in the Blanks

🛠 Shadow one agent and document every piece of information they have to go find manually.

Where do they click? What do they repeat? What slows them down?

Then ask: could this be surfaced automatically? Should it live in one view? Your goal is to identify the top three context gaps and prioritize the ones costing the most time or trust.

What would it take to eliminate guesswork from the first 30 seconds of every interaction?

That’s the mental shift behind this Play:
How can I make sure my agents have everything they need before the customer ever says a word?

When agents have the right context from the start, everything moves faster.
You cut out the back-and-forth. You reduce team stress.

And your customers get what they expected in the first place: a smart, human experience; not a scavenger hunt.

Thanks for reading!
Next Play drops soon. Stay sharp.

— The UJET Team

P.S. 💬 Got a CX challenge you want us to break down next?
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