Our Mission
At Cnect Wales, we are dedicated to advancing Wales’ contact centre and service sector industry by fostering collaboration, providing valuable resources, and advocating for the interests of our members.
Our Vision
We are the leading voice for the contact centre and service sector industry in Wales. We aim to represent the interests of our members by engaging with policymakers in areas of inward investment, learning and skills, employment, community development, social inclusion, infrastructure, telecommunications, planning and the environment.
Sandra Busby
cnect WALES – Managing Director
Connecting Networks
Networking is at the heart of what we do. We create a huge range of opportunities for our members to connect with peers, share experiences, and collaborate on solutions to common challenges. Through events, forums, specialist groups, we foster a supportive community where ideas and best practices can be freely exchanged.
Expertise
In an ever-evolving industry, staying ahead of trends and technology is crucial. Cnect Wales provides expert advice and insights to help our members navigate and embrace new developments to their advantage. Whether you are looking for bespoke training, whitepaper insights on a specific topic or general consultancy, we can help.
Customers
Our members are our customers and we’re incredibly proud of their contribution to the thriving customer service industry. By celebrating achievements, advocating for our members, and promoting the importance of the industry, we aim to enhance its reputation and influence locally, nationally and globally.
Talent
Cnect Wales is dedicated to supporting the growth and development of top talent within the industry. We work closely with educational institutions, training providers, and businesses to ensure that our members have access to skilled professionals who can drive their success.
Lee Jones
Lloyds Banking Group
Lee Jones
Lloyds Banking Group
"Being part of the Cnect Wales forum has exposed me to greater industry insight, the opportunity to help share best practise across our wonderful businesses across Wales and help shape & influence meaningful contributions to supporting the communities we serve."
Senior Manager – Customer Care
Virgin Atlantic
Senior Manager – Customer Care
Virgin Atlantic
"Winning the Customer Team of the Year award at the Cnect Wales Awards was a proud moment for our team and a real validation of the hard work and dedication we put into delivering an exceptional customer experience. It’s not only been a great morale boost internally, but it’s also helped raise our profile externally, opening up new conversations and opportunities. The recognition has reinforced our commitment to putting customers at the heart of everything we do."
Head of Global Operations
Capital on Tap
Head of Global Operations
Capital on Tap
"Winning Business of the Year and Best Customer Success at the Cnect Wales Awards was an unforgettable moment for all of us. It was more than just receiving trophies, it was a powerful recognition of the hard work, dedication, and passion that every single member of our team puts in every day. The night was a highlight, but the real impact has been the lasting positivity and motivation it sparked across the business. This acknowledgment reminded us to take a step back and appreciate what we’ve achieved. It encouraged us to pause and celebrate our successes, which is invaluable for our growth and morale. If there’s one thing we took away from the experience, it’s the importance of celebrating success. Winning these awards wasn’t just about recognition – it was a moment to reflect on our accomplishments, feel proud, and look ahead with even more enthusiasm for the future. To those nominated this year, enjoy every second of it. You’ve earned it!"
