Live Webinar

Beyond the Vulnerability Checklist

How contact centres can recognise, support and respond to vulnerable customer moments in real time 

Date: 24th June 2026 Time: 8am PST | 11am EST | 4pm GMT

Customer vulnerability is rarely obvious. It is not always disclosed, pre-labelled or easy to categorise. In live conversations, it can appear in subtle ways: hesitation, confusion, distress, repeated questions, changes in tone or a customer struggling to explain what they need. 

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.

Meet the speakers
1759229665971
Elaine Lee

Elaine will bring a specialist customer experience perspective on how vulnerability appears in real customer conversations. She’ll explore the gap between formal vulnerability approaches and the reality of live interactions, with practical guidance for supporting agents in the moment.

Marianne Withers Headshot
Marianne Withers

Marianne Withers will join the webinar to bring the frontline agent perspective to the conversation, drawing on her extensive experience running contact centres and supporting customer-facing teams. She will explore what it means for agents to handle vulnerable customer conversations day after day, particularly when those interactions are emotionally complex, difficult to predict or personally affecting. 

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 

 

Webinar details

Title: Beyond the Vulnerability Checklist 
Date: Wednesday, 24 June 
Time: 8am PST | 11am EST | 4pm GMT 
Format: Live online webinar 


Join us on 24 June to learn how to move beyond the vulnerability checklist.

img-10

Ready to rethink vulnerable customer support?

Register Now
Related Resources