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Bringing the voice of your customers into your boardroom and working practices
Bringing the voice of your customers into your boardroom and working practices
Resilience keeps appearing in conversations with contact centre leaders.
It shows up in development plans.
In training requests.
In survey responses about what teams say they need most.
At face value, that might look like a skills issue. A signal that people need more tools to cope, bounce back or manage stress.
But when resilience rises to the top this consistently, it is rarely a simple capability gap.
More often, it is a warning sign.
In last week’s blog, I wrote about the invisible workload we keep adding to contact centre roles.
The extra judgement. The emotional labour. The responsibility that sits quietly alongside scripts, systems and KPIs, but is rarely acknowledged.
Vulnerability is one of the clearest examples of this problem.
Not because it is new, but because it has become normalised.
And because the way organisations respond to it has quietly shifted responsibility onto individuals, without redesigning the systems that surround them.
As we finalised the 2026 edition of our Vulnerability Guides, I found myself stopping more often than expected.
Not to tweak wording.
Not to check compliance.
But to reflect on what we are actually asking contact centre teams to carry.
Because when you step back and really look at it, the job has become immense.
Today, September 1st 2025, marks a very special milestone – 20 years in business for ReynoldsBusbyLee.
What started in 2005 as a vision to help brands connect more deeply with their customers has grown into two decades of partnerships, problem-solving, and progress.
Along the way, we’ve had the privilege of working with incredible clients, collaborators, and colleagues who have shaped our journey, not least my original co-founders Joanna Reynolds and Paul Busby. The photo shows us at our launch - fresh-faced and ready to help our clients, whilst we’re all a little older and wiser I think we still look very much the same!
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