An organisation supporting contact centres is celebrating 20 years of work.

Cnect Wales, the only dedicated members forum for contact centres in Wales, has reached the 20-year milestone.

There is a plan to honour the achievement with a host of activities throughout the year, including a summer party for all friends of the firm.

Established in 2004 as the Welsh Contact Centre Forum, the organisation provided strategic assistance and help for contact centres across Wales.

As the industry evolved, so did the company under the leadership of Sandra Busby.

In 2023, they underwent a rebranding and became Cnect Wales to align better with their broader service offerings and increasing member diversity.

Their diverse offerings include operational and strategic support and direction for the industry including training, research and advice.

"Welsh businesses and contact centres have undergone significant changes since 2004, driven by advancements in technology, changes in customer expectations and shifts in business strategies," said founder and managing director Sandra Busby.

"Throughout this shift, the common thread that has remained at the heart of the industry is colleagues and customers."

Cnect Wales serves a wide range of employers within the industry and offers services to more than 350 members.

"We are proud of what we have achieved over the last 20 years, from the work we do with unemployed and those who find it hard to break into employment, to the opportunities we offer 300 graduates through our award-winning graduate programmes," Ms Busby added.

"We are proud to continue to serve our members and the wider industry by offering both operational and strategic support and direction."

The future of the organisation looks promising as they plan to celebrate their 20th anniversary with various activities and award presentations throughout the year.

For more information regarding their services, visit the Cnect Wales website.