Don’t Be Afraid, Give a Bit of Love and Be Proud

In this episode of Average Speed of Answer, I'm joined by Rami Lenzbergaite for an honest conversation about growth, resilience, leadership, and the reality of working in customer service.Rami shares her journey from joining a contact centre part-time while at university, to becoming a team leader, moving into compliance, and transitioning into a completely new industry. Along the way, she reflects on handling difficult customers, managing pressure, learning to lead former teammates, and why communication and empathy matter so much in leadership.The episode also explores vulnerability, AI in customer service, coaching, emotional intelligence, and why contact centres deserve far more recognition for the skills they build and the people they develop.A thoughtful conversation packed with real experience, practical advice, and a reminder to not be afraid of taking on new challenges, give people a bit of love, and be proud of the journey you’re on.