Kate Zawerucha explores the real-world pressures facing customer experience and contact centre teams, with a particular focus on how regulation and workplace design shape the day-to-day reality of frontline work. Her writing turns complex legal and compliance shifts into practical guidance that leaders and managers can act on.

Through her stories, readers can learn how to anticipate regulatory change, redesign workloads to reduce psychosocial risk, and create healthier, more sustainable environments for agents and supervisors. If you’re responsible for a contact centre, CX function, or people strategy, Kate’s work offers clear, actionable insight on turning legal obligations into better work and better customer outcomes.