Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK.
Peter recently attended a CCMA event in Manchester focused on the buy-side – the companies that need to create their own CX team or buy in expertise from a specialist BPO. He called Leigh to talk about the event and to discuss what buyers are really looking for when they are in the market for CX and BPO services…
