Russell takes us through the rapid journey many organisations went through with their technology during the pandemic, and we explore why this wasn’t happening before, and how many businesses found themselves with technology that didn’t support the new reality, and how all providers had to adapt to support their clients.

We hear about the advancements in contact centre technologies in recent years, how telephony is now such a small part of the mix of the contact centre, and Russell brings to life many of the Tech phrases and buzzwords we have become used to hearing. We hear about where and how it goes wrong, the changes to the commercial models and what the future holds.

We hear about the importance of partnerships and relationships over technology, and Russell tells us about his semi retirement 3 month RV trip through Route 101 into Vegas, and here were are 9 years later!