Can peer coaching improve first-contact resolution?
Study design
Assign teams within comparable queue and tenure blocks. Keep difficult queues in the analysis when staffing changes.
Instrument and data fields
Capture assigned training, queue, tickets closed, repeat contacts in seven days and customer complaints.
Simulated evidence
Peer coaching: 360 closed and 52 repeated from 400 tickets. Online training: 350 closed and 46 repeated from 400.
Check before drawing a conclusion
Write down the comparison you would make and the unit each row represents. Identify one explanation the study design cannot rule out, then describe how it would affect the decision.
Reveal the worked analysis
After excluding repeats from closed tickets, resolution is 308 of 400 versus 304 of 400. A one-point difference may not justify the coaching time.
Tickets handled by the same team are related. Analyse uncertainty at the assigned team level and monitor whether complaints shift.