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In this episode of the podcast we look at the biggest trends shaping the industry. This episode introduces Netcall’s Sales Director Mark Holmes. Mark has worked in the contact centre tech space for over twenty years – so he’s seen a lot of change! Mark joins Louise to talk through the most exciting trends to shape the industry during this time. And shares his views on the brands that are getting CX right.

From front-line issues like agent engagement, contact centre performance and process improvement, through to digital transformation and business growth. In this episode, Louise Wright talks through three of the most popular tips we spoke to our customers about last year.