We hear Steve’s view of how well organisations generally poorly managed their contact centre platforms and customer service delivery through the pandemic, the learnings that can be taken from this into the new world, and the importance of the human element still in the contact centre.

Steve talks to us about the importance of investing in technology, how it does have a part to play, but how it must be done to enhance, not distract from the customer experience, and shouldn’t be bought to just reduce costs.

We hear about his career evolving through contact centres and technology across a few decades, the importance of taking a break from work and traveling abroad, and his love of dog breeding and puppies!