Growth operations / Executive intelligence
The customer should not carry the handoff.
A customer explains the request on the phone. Then repeats it during intake. Then starts again with the specialist.
Every person may be doing their job, but the business has made the customer responsible for connecting the process.
I want a handoff to carry enough context for the next person to act: the request, relevant details, what was promised, and the next step.
A useful test is to follow one inquiry across the actual journey. Ask the receiving person what they know before they speak with the customer.
That small exercise can reveal more than a platform demonstration.
Where does your customer have to start over?