Can the transformation of call centres redefine the future of customer service? Join us as we sit down with industry veteran Leigh, who brings over two decades of insight into the evolution of contact centres. From the early days of call centres to the vibrant, multifaceted contact centres of today, Leigh sheds light on the rebranding of the Call Centre Management Association to the Contact Centre Management Association, a move that underscores the expanding role of these vital customer service hubs.