A small support team replaced passive shadowing with three scripted scenarios: tricky refund, multilingual confusion, and accessibility request. Agents practiced empathetic language, escalation criteria, and note‑taking. After two weeks, first‑contact resolution rose, and ramp time dropped by days. Participants reported feeling prepared instead of overwhelmed. Share your onboarding scripts in the comments so others can borrow, adapt, and improve them.
An engineering group ran monthly tabletops with branching failure modes: partial outage, noisy paging, and conflicting dashboards. Roles rotated: incident commander, communications, and investigator. Debriefs emphasized information flow and calm status updates. Mean time to recovery improved, on‑call anxiety decreased, and postmortems became kinder and clearer. Try a lightweight run next sprint, then publish your debrief template for community feedback.