In the modern contact centre, resilience isn't just a "nice-to-have"—it's a business imperative. When your team is facing profanity, racism, and personal attacks on a Monday, it’s no surprise they are less likely to show up on Thursday. But how do we bridge the gap between keeping the phones ringing and keeping our people mentally safe? In this episode of The Kiwi CX Collective, we sit down with Debbie Schultz, the founder and CEO of Blue Sky Minds. From her early days in a tartan uniform as ...