Events

Traditional, one-size-fits-all approaches often miss these moments. 

In the latest Scorebuddy webinar, we are joined by CX specialist Elaine Lee, and Marianne Withers, Customer & Employee Experience Strategist for a practical webinar exploring how contact centres can better recognise, interpret and respond to vulnerable customer moments as they happen. 

Together, we’ll look at how quality assurance, coaching and conversation insight can help organisations support customers more effectively, while also protecting agent wellbeing and strengthening service governance.

Why this conversation matters 

Many organisations have vulnerability policies in place. But policies alone do not always prepare agents for the reality of emotionally complex customer conversations. 

Frontline teams need to make quick, careful decisions in moments that are often nuanced, pressured and difficult to classify. Leaders need visibility into what is really happening across conversations, not just what appears in a small sample of reviews. 

This session will explore how contact centres can move beyond static vulnerability checklists and build a more practical, human and scalable approach to customer care.

What we’ll cover

In this webinar, we’ll discuss: 

• Why traditional vulnerability frameworks can fall short in real conversations 
• How vulnerability can show up subtly during live customer interactions 
• How agents can be supported to recognise and respond proportionately 
• How QA, coaching and conversation insight can improve vulnerable customer experiences at scale 
• How to balance customer care, colleague wellbeing and consistent service governance 
• What practical steps organisations can take to turn insight into better frontline support