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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
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!
Panellists:
• Marianne Withers, Atombit
• Sarah Williams, Westminster City Council
• Garry Gormley, FAB Solutions – The Contact Centre Specialists
• Martin Teasdale, The Team Leader Community and Get out of Wrap
• Simon Poland, EvaluAgent
Chaired by Elaine Lee, Reynolds Busby Lee
The UK Contact Centre Forum's "The Great Debate" webinar series has explored the multifaceted impact of Artificial Intelligence (AI) within the contact centre industry, questioning whether it will be a friend or foe and a job killer or an ultimate solution.
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