Why Coaching Alone Can’t Support Vulnerable Customers

This blog summarises the key points from a recent article by Marianne Withers at ScorebuddyCX exploring why supporting vulnerable customers requires more than training and coaching frontline agents.Training Completion Isn’t the Same as Good OutcomesOrganisations have no shortage of evidence to show how they support vulnerable customers.There may be training records, policies, QA results and vulnerability markers within customer systems. These provide useful information, but they do not nec