Frances has over 15 years of experience in the contact centre industry, beginning her career in the public sector before contributing to the development of call centres in the manufacturing and medical industries. She has successfully navigated technological advancements and process transformations across various sectors. Currently, Frances has spent the past three years with one of Australia’s largest online gaming companies, where she has observed and adapted to the evolving role of contact centres, shaped by technological innovations and shifts in customer engagement strategies. Outside of work, she enjoys baking, cooking, and is an avid K-Drama enthusiast.