Why Contact Centres?

I have been in and around Contact Centres for my entire working life, starting out as an agent in a fast-paced inbound environment, with some very challenging SLAs! This was the first step in a career spanning 15 years, which includes roles such as Resource Planning and Capacity Manager, Professional Services Consultant, Project Manager, Enterprise CSM and most recently Global Head of Customer Success for a cloud-based communications provider. I've seen the changing face of 'Contact Centre' during that time and worked with a huge variety of different businesses. Now I'm hoping my experience can help other business with their CC challenges.