Meet Agent Royale
Ben Ford (
⏰ What’s the first thing you usually do when your shift starts?
I start by reviewing the previous days’ reports, checking performance and trends.
📝 How do you usually prioritize your tasks for the workday?
I rank my task priority by:
1 = Time dependent or critical issues to resolve.
2 = Current project work and day to day tasks.
3 = Continuous improvement.
📧 As the tickets come in, do you have any shortcuts/hacks/principles you follow to keep your inbox light?
- Automate as many easy tasks as possible. Use ticket properties and keywords to assign tickets to groups or a priority.
- Collect tickets with the same actions i.e. 'cancel an order' for someone to work through, as the repeated task can be quicker than having a different request every time.
- When volumes are high, export unresolved tickets and highlight duplicate Requesters in Excel, you can then merge tickets to prevent duplicate work from agents or prioritize the tickets if it is a frustrated customer.
- I also have custom spam and autoreply automation rules, it clears around 15% of email tickets, so the agents don't have to do it manually.
☀️ Typically, what makes your day at work? (It can be donuts, happy customers, a colleague’s dog, etc)
What makes my day is getting over the hurdle of an issue, thinking outside of the box and finding a solution that works. Also dogs in the office on Fridays.
👋 Finally, as your shift closes, what are some practices you follow to make sure you can now sign off in peace?
Scheduled reports - No need for any last minute data entry. To-Do list - Confidence that I can start or continue lower priority tasks the next working day.
Show some love for Ben in the comments, say hello, or tell us what makes your day at work!
