Why Contact Centres?

I have been in and around Contact Centres my entire working life, starting out as an agent in a busy omni-channel environment. This was the first step into a career spanning almost 20 years, which includes roles such as Head of Resource & Capacity Planning, Deployment Consultant, PM, CSM and 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 and communications challenges.