Thursday February 12th 2026 | 10 AM | 60 Minutes
Hosted in conjunction with:
As automation removes simpler contacts, frontline teams are left handling fewer but far more complex, emotionally demanding interactions. KPIs often hold for a while, then quietly degrade. Fixes turn reactive. Pressure builds, confidence dips, and over time resilience erodes, leading to burnout and rising absence.
At the same time, the latest UK Customer Satisfaction Index shows that organisations delivering more “right first time” experiences and more human, personalised support are outperforming financially and building stronger customer trust. But those outcomes don’t come from technology alone. They’re delivered in the moment through frontline competence.
This session explores in-role competence in customer service and why it should be your number one operational priority for 2026. What people know, how confidently they apply it, and whether that capability is reinforced over time, and why performance strategies break down when competence is assumed rather than supported. Joining us to share practical, frontline insight are Martin Teasdale, Founder of Get Out of Wrap, and Paul Goodman, Customer Experience & Training Manager at LV=.
You’ll learn:
- Why performance has become harder to sustain, not just harder to improve, as frontline work changes.
- Where performance risk is introduced once agents go live, even after “successful” onboarding.
- What changes when leaders stop assuming competence and start measuring it.
- How to operationalise competence day-to-day so performance holds and teams avoid burnout and constant firefighting.