Graham talks to us about the challenges and successes over the last 18 months, and during his 5 years at HGS, what the future holds for the market and the clients, plus takes us through his journey through the contact centre and outsourcing world, from starting in the Next Directory call centre at the age of 15 and his time in Paris.

He give us his take on evolving clients needs and wants and the importance of delivering the right outcomes, both for the colleagues and consumers and the changes in their expectations. 

He talks about the careers and opportunities available in contact centres and customer services and how this has developed through the pandemic and the outlook for the future, and name checks the key influences on his career and the organisations he thinks are doing well as a self confessed demanding customer.