1. Cultural
   1. Conflict
      1. Ego
      2. Don't like to be told
      3. Feel they can manage themselves
   2. Condescending to customers
      1. invisible
      2. All users are idiots!
      3. Everything I do is more important than . .
   3. Us VS them
      1. Them is anyone
      2. No Sense of Team
      3. Day to day Job getting in the way of "Project" work
      4. Customers interfere with day!
2. Resources
   1. Time
      1. Too much to do?
         1. Can we do less without a reduction in quality??
            1. How?
         2. Need to stop accepting new work unless it is agreed
            1. Make part of service portfolio
         3. Review current expectations
   2. People
      1. Do we need more?
   3. Skills
      1. More skills will improve call resolution and create more breathing space for 2nd line
         1. Topic
         2. Higher ability can lead to higher workload and burnout
      2. This could reduce breathing space for 1st line.
         1. Balance?
         2. Define 1st and 2nd line roles
            1. Allow overlap
            2. Offered as a favour
3. Teamwork.
   1. Too individual
   2. Business awareness
      1. Common goal
         1. Good Service
      2. Subtopic 2
4. Skills
   1. Prioritisation
      1. Recognise impact to customer
5. Knowledge