> “Someone will be on a call, and you can see it’s difficult and another agent will sit next to them and listen in and give feedback while the call is happening

> “Someone will be on a call, and you can see it’s difficult and another agent will sit next to them and listen in and give feedback while the call is happening,” Harvey says. And as much as the CX team is encouraged to solve problems in a hierarchy-free setting, “it’s a default that you ask at least one person how you might solve that problem,” Yu says. As far as I can tell, this is the deliberate opposite of how most call centers are designed. Most call centers prioritize leaving your neighbors alone so that they can get better stats. I wonder if Airbnb's metric-taking also has this approach in mind.