How your team gets ready.
Enable is the work nobody costs in. It's the difference between a team that ramps in 12 weeks and one that ramps in 6. Onboarding, ongoing learning, the path from new hire to senior agent.
v 02 · live
What Enable means.
Enable is the work of getting people ready to do the work. Not the work of writing process docs. Not the work of running classroom training. The work of designing the path from "first day" to "trusted operator" with named milestones, and shortening that path every quarter.
Most CX teams have onboarding that's a slide deck and three weeks of ride-alongs. New hires absorb the work through osmosis. The good ones figure it out fast. The rest take months and some never get there. Onboarding cost is a line item nobody owns.
That's the gap Enable names. Ramp time is real money. Six months of ramp on a team of 30 is a serious capacity loss every year. Most CX leaders know this and still don't have a competency map, a milestone schedule, or a way to measure ramp velocity.
"I told my new hires "shadow the seniors and ask questions." That was my onboarding plan. When I finally wrote down what they actually needed to learn, it was 47 things across 8 areas. I'd been asking them to figure that out themselves."
Haven's Enable module builds the competency map first. The capabilities every operator needs, broken into named tiers, with assessment criteria. A milestone schedule replaces a slide deck. New hires move through it; managers track progress against it; the path from new to senior is legible.
Ramp velocity becomes a number you can measure. Onboarding cost becomes a line item you can defend.
The progression. Four levels.
Onboarding is a slide deck. New hires shadow seniors. The path to competence is informal. Ramp time varies wildly between hires.
- Slide-deck training
- Shadow-and-ask method
- No defined milestones
- Ramp time is anyone's guess
Some structure exists, but it's lead-dependent. Specific seniors are great trainers; the rest aren't. Some milestones are tracked, most aren't. Ramp time is improving but unpredictable.
- Lead-driven training
- Some milestones tracked
- Inconsistent quality
- Senior agents are the bottleneck
The competency map is named, owned, and used. A milestone schedule replaces ride-alongs. Every new hire moves through the same path. Ramp velocity is a measured number.
- Competency map, version-controlled
- Milestone schedule
- Ramp velocity tracked
- Owner named
The map evolves with the work. Calibration findings update the competency tiers. Onboarding self-improves. Ramp velocity decreases each quarter.
- Self-improving map
- Auto-detection of skill gaps
- Continuous learning paths
- Ramp velocity decreasing each quarter
What Enable builds.
The competency map
Capabilities every operator needs, broken into tiers with assessment criteria. Named, version-controlled, evolved quarterly.
- Tier 01–04 levels with criteria
- Mapped to Perform rubric dimensions
- Owner per capability cluster
- Quarterly review & version history
The milestone schedule
Six-week ramp where new hires move from Tier 01 to Tier 02. Named checkpoints, named owners, predictable cadence.
- Week-by-week ramp checkpoints
- Named milestone owners
- Pass / hold / extend criteria
- Linked to live competency map
The ongoing learning cadence
A monthly 60-minute team learning ritual where one new capability is named, taught, and added to the map. Continuous improvement made routine.
- One capability named, taught, added
- Senior-led teach-back format
- Rolling backlog of next topics
- Recorded & indexed in Know