Customer Service Operations

Built for the
moment the
call is live.

Role-specific interactive reference guides that tell agents exactly what to do, exactly what to say, and exactly what case to create — without leaving the screen.

View Live Demos Get in Touch
20
Call situations covered
Live Assist — Active Call
"I cannot find my certificate anywhere."
Case: Service Case → Certificates → PDF Sent
SF: Search by email → Achievement Assignments → check status
Say: "Let me pull up your account right now..."
Hard stop: AA must show Acquired before sending
3
Industries covered
2col
Agent steps + customer script
Call Center Operations
Healthcare Revenue Cycle
Mortgage Loan Servicing
Government Contractor BPO
FDCPA Compliance
HIPAA Compliance
Salesforce Integration
Live Call Reference
QA Performance
First Call Resolution
Call Center Operations
Healthcare Revenue Cycle
Mortgage Loan Servicing
Government Contractor BPO
FDCPA Compliance
HIPAA Compliance
Salesforce Integration
Live Call Reference
QA Performance
First Call Resolution
The Problem

Agents finish training.
They still don't know what to do.

Companies invest in onboarding programs, knowledge bases, and training videos. Agents complete them, pass the assessments, and go live.

Then the calls start. They search through Confluence while the customer waits. They ask the same question for the fifth time this week. They create the wrong case type. They miss the escalation trigger.

This is not a training failure. It is a design failure. Agents were given documents when they needed a decision engine.

"Existing tools are organized by information category. They require the agent to know what to look for before they can find it."
The gap Rudolph CX fills
  • 01
    Situation-first design
    Type what the customer said. The guide surfaces the complete response — case type, agent steps, customer script, and escalation triggers in one panel.
  • 02
    Two-column step layout
    Agent actions in the left column. Word-for-word customer script in the right. Both visible simultaneously. No tab-switching, no scrolling.
  • 03
    Case setup before anything else
    Record type, case type, sub-type, and do-not warnings appear before step one. Agents create the right case before touching anything in the system.
  • 04
    Built from inside the role
    Every guide is built from official job aids, verified source documents, and live call experience — not assumptions made from the outside.
Live Demos

Three guides.
Three industries.

Each demo is fully functional. Click any situation, work through the steps, see exactly what an agent would see on a live call.

Nonprofit · Government BPO
ARC Agent Guide
Tier I Call Center Agent — Training Support Center
Built during active employment at the American Red Cross. 20 situations covering every Tier I call type from certificate lookup to high-priority escalations.
20
Situations
2col
Step layout
SF
Salesforce
Request Demo Access →
Healthcare · Legal Services
Chartline
Customer Service Specialist — Medical Records
HIPAA-compliant guide for medical records and legal services operations. Covers records request lifecycle, caller identification, rush and court deadline handling.
8
Situations
16
Step paths
HIPAA
Compliant
Request Demo Access →
Financial Services
Lendline
Customer Service Specialist — Mortgage Loan Servicing
FDCPA-compliant guide for mortgage loan servicing operations. Covers payment inquiries, loss mitigation intake, foreclosure status, escrow, and complaint handling.
10
Situations
14
Step paths
FDCPA
Compliant
Request Demo Access →
The Process

From intake to delivery
in three stages.

01
Intake
A structured discovery process collects everything needed before a single line is written. Job descriptions, SOPs, knowledge base exports, CRM workflows, onboarding materials. A 20-minute discovery call identifies the highest-frequency call types and the most common failure points.
02
Build
Content is organized by call situation, not by information category. Every situation is built with the full case setup, two-column steps, customer scripts, hard stops, and case note templates. Draft delivered within two to three weeks.
03
Delivery
Client reviews via a recorded walkthrough. One round of revisions included. Final guide delivered as a single HTML file — host on any internal server, SharePoint, or share directly with agents. No additional software required for initial deployment.
Investment

Simple pricing.
No hidden complexity.

Starter
$1,500
to $2,500 per project
  • ✓Single role
  • ✓Up to 5 core situations
  • ✓Basic quiz set
  • ✓Case setup blocks
  • ✓One revision round
  • ✓Pilot programs and small operations
Most Popular
Standard
$4,000
to $7,500 per project
  • ✓Full role coverage
  • ✓10–20 situations
  • ✓Two-column step layout
  • ✓Phrase search entry point
  • ✓Full quiz and scenario set
  • ✓Case note templates
  • ✓One revision round
Enterprise
$10k+
or $1,500–$2,500/month retainer
  • ✓Multiple roles
  • ✓Ongoing updates as processes change
  • ✓White-label options
  • ✓Onboarding support
  • ✓Priority turnaround
  • ✓Recurring revenue model
Get Started

Ready to see what this
looks like for your role?

A custom demo built from your own job descriptions and content is available on request. All three live demos above are fully functional and ready to explore now.

Request a Demo
Jamal Rudolph — Founder, Rudolph CX
jamal@rudolphcx.com
(919) 695-5004
Durham, North Carolina — Remote delivery nationwide