Insights from a webinar discussion with Martin Teasdale (GOOW), Paul Goodman (LV=) and Ben Scales (Elephants Don’t Forget).
Frontline performance is harder to sustain than it has ever been. Not because teams aren’t trying, but because the support models most organisations rely on were built for a different version of the role. Drawing on a recent webinar, this e-book sets out what has changed, why it matters, and what stronger organisations are doing about it.
Core learning outcomes:
- Why frontline performance is getting harder to sustain as contact complexity rises.
- Why performance fade happens after onboarding, not during training.
- What’s really driving inconsistency across agents, teams, and outcomes.
- Where traditional QA and assurance models leave hidden risk.
- How measuring competence changes behaviour and improves performance.
- What leading organisations are doing differently to sustain results over time.