Paula tells us about the challenges of coming into the sector whilst being seen as a relative outsider, gives a big shout out to some the competitors who have supported her through the 1st year. 

We hear about a watchdog exposé on her 1st day in new job at BT, the lessons of transformations and how you move hearts and minds, and her take on future trends and expectations.

Paula tells us how she started her career as a concert pianist, before pursuing the bright lights of the city, was voted Woman of the Year in 2016, her advice to those coming through today, and working with snakes and spiders, and that’s not just in the contact centre!