It has undoubtedly been a difficult 18 months for everyone, which is why we are so proud of the agents who have been working in contact centres to maintain customer service levels at this time, and who have been rightly recognised as front-line workers.

During the pandemic, we launched a campaign to highlight the amazing work that contact centre agents have been doing called #ContactCentreHeroes, which has surfaced so many humbling and incredibly powerful stories of the lengths that agents are going to, to ensure customers are never disappointed.