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Key Takeaways
The Welsh contact centre industry has evolved over the past two decades, focusing on people and customer experience as key drivers of success.
Connect Wales, formerly the Welsh Contact Centre Forum, plays a crucial role in connecting networks and expertise for customers and talent in Wales.
Wales offers a strong workforce with a high level of job loyalty, making it an attractive location for contact centre operations.
The demand for Welsh speakers in customer service is manageable, with a drive to increase the number of Welsh speakers.
Sandra Busby emphasises reskilling frontline workers for the jobs of the future, such as coding skills, to enhance customer service and drive innovation in CX operations.
Key Statistics
Wales has contact centres in 29 towns across the country.
Demand for Welsh speakers in customer service is low, making it easier to fulfil the need for multilingual services.
Key Discussion Points
Evolution o...
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