I am honoured to be appointed as of Chair of this new User Group, having the opportunity of developing a group which will bring agents across the UK, representing many brands and businesses, together for their very own monthly session. I look forward to providing a dynamic and unique opportunity for all who attend, to discuss key areas directly related to their role, a platform of which to share best practice, connect and develop their understanding to further their career. As Contact Centre Director, I often reflect on my personal journey through the industry, how the role that I undertook some 20 years ago has developed and changed, how I can use my  ‘real’ understanding of the role which I am so committed and passionate, to add and inspire future Agent talent. My passion for the role of the Agent, their skills and how they need to be developed to best support the customers and businesses they serve, for both current and future contact strategies, factors so highly in my commitment to drive and create this user group for Agents across the UK to attend on a monthly basis. With this in mind, I will draw upon my years in the Contact Centre industry, to ensure that the user group sessions are relevant, add practical value with topics that all can apply to their respective Agent roles. This will be achieved by offering industry insight, best practice, case studies, guest speakers as we move through the year. Above all, the user group sessions will be collaborate, offering a friendly place in which all can attend.  Sessions will be delivered in a way that ensures all attending can play an active part, with break out groups, discussion hubs, and Q&A giving all the opportunity to be inspired, learning more about the industry they represent. In addition, the value of making contacts with others throughout the UK, will give all perspective of the wider contact centre industry and context around the great decision they have made - a career of choice, where they are developed to achieve their goals and ambitions.