Coach an Expert Interview

Asha A Senior specialist 1 Open 2 Probe 3 Commit Expert conversation 20 sec Omar is leading a customer escalation at 4:10 p.m. and the only answer is buried in a chat thread, a former teammate's memory, or a page last edited nine months ago. The cost is not abstract: two people lose an hour, a customer gets a slower answer, and the team learns that searching is optional. The goal is to surface judgment without making the expert feel audited. 12 repeat questions/month expert bottleneck 30 min capture window

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