Catalyit Live Sessions

Invisible Friction — Find Waste, Fix Handoffs, Improve Turnaround

May 5 @ 2:00 PM - 3:00 PM ET
Free for Basic & Full Access Agency Subscribers

Every agency has invisible friction.

It hides between one person’s outbox and another’s inbox. It shows up when the same question gets asked three times because nobody documented the answer. It quietly costs you in rework, delayed responses, dropped handoffs, and the slow erosion of client goodwill when things take longer than they should.

In this Catalyit Live Hot Topic, Justin Goodman of Total CSR will help you uncover the hidden operational waste inside your agency workflows. This is not a product demo — it’s a practical, process-focused session designed to help agencies identify friction, tighten handoffs, and improve turnaround time.

If your team feels busy but not always productive, this session will give you a framework to find the gaps and fix them.

What You’ll Learn:

• The core categories of operational waste inside agency workflows
• How to identify hidden friction points that slow down service and sales
• The Five-Question Protocol to prevent dropped balls and unclear handoffs
• How to evaluate your current processes for inefficiencies
• Practical ways to reduce rework and improve turnaround times

Why It Matters:

•  Invisible waste compounds over time and drains productivity
• Poor handoffs lead to delays, confusion, and frustrated clients
• Agencies implementing new technology (especially AI) risk automating broken processes
• Before layering on new systems, agencies must surface and eliminate hidden inefficiencies
• Cleaner workflows create better adoption, stronger team morale, and improved client experience

Things to Think About:

• Where do tasks most often stall inside your agency — and why?
• Which handoffs between team members create the most confusion or follow-up?
• How many times does the same question get asked because expectations weren’t clearly documented?
• Are you solving workflow problems with new tools instead of addressing root causes?
• Where does rework happen most frequently in your service or sales process?

Speakers:

Justin Goodman CEO & Co-Founder Total CSR