I consider myself very privileged to have been involved in the customer service industry for nearly 20 years where I track every conceivable aspect of customer service delivery. Over the years I have seen the industry grow from an art into a science and from a cost to a strategic division for organizations. Through the Snapshotz audit and benchmarking app we created and launched in 2009 (3 languages, 35 countries and 3K contact centres and help desks and counting) we focus on creating awareness of the entirety of the contact center and the 800+ variables that go into managing this beautiful factory called the contact center! My philosophy is that you cannot manage what you don’t know neither can you manage without the right measures. Knowing these variables is key to successful service delivery and so is benchmarks and practices that should be available to you as they happen not lagging indicators as things change rapidly in our world today. I am a fervent advocate for frontline staff being a pioneer in taking agent health and safety and particularly mental health into account when viewing contact centre operations. Over the last decade, through Snapshotz we have been in the forefront of measuring how organizations manage agent mental health and safety. In 2020 we were able to apply this data and insights combined with government regulations and standards from international bodies such as the World Health Organization, the International Labour Organization and the UN to create an app ‘RemotAbility that measures the remote work capability of any individual and organization.