Date: Tuesday 28th July 2026 | 2pm BST
Location: Virtual
Most contact centre leaders have done the right things. They’ve invested in technology, built training programmes and hired good people. Yet performance still plateaus.
Some teams consistently outperform others despite having access to the same systems, processes and support. The gap between what people know and what they do in the moment continues to affect customer outcomes, operational efficiency, compliance and employee retention.
Hosted by Martin Teasdale (Get Out of Wrap), this session brings together four complementary perspectives on why that gap exists and what organisations can do to close it.
Professor Patricia Riddell, Professor of Applied Neuroscience, explores what the brain tells us about confidence, learning and lasting behaviour change. Garry Gormley (FAB Solutions), Ben Scales (Elephants Don’t Forget) and Jimmy Hosang (MOJO-CX) examine what this means in practice, from leadership and operational performance to technology that reinforces human judgement rather than replacing it.
What you’ll leave with:
- Why do capable people still struggle in live customer interactions?
- What neuroscience tells us about confidence, competence and lasting behaviour change.
- The role leaders play in creating consistently high-performing teams.
- Where technology strengthens human performance, and where it doesn’t.
- Practical approaches to improving performance over time, not just immediately after training.
Author: Elephants Dont Forget
Reviewed by: Jo Robinson
Published On: 3rd Jul 2026
Read more about - Call and Contact Centre Events, Ben Scales, Elephants Dont Forget, Garry Gormley, Martin Teasdale
