The Trough

Earlier in the changeover

Story day 950

Helen brought a coaching note to Nadia's desk. It asked her to shorten calls referred for underwriting. Nadia opened the case and recognised the hand-off she had drawn for the online route. The answers arrived together. The screen then showed eighteen minutes spent finding someone who could use them.

“You kept the easy calls and sent us the ones that need an underwriter,” Helen said. “I can use what you send. What was I supposed to do with her while I waited…