Kathie Anderson, the IT Change Manager at Derby City Council, shares her experience navigating the shift to Microsoft Teams during the pandemic. She reveals how they condensed a six-month transition into six weeks to support remote work. Kathie discusses the integration of Luware's contact center solution, enhancing the council's communication and efficiency. The conversation also touches on valuable insights gained from Power BI reporting, which helps track call patterns and performance, ensuring essential services respond effectively to community needs.