Contact Center Club's Visit to GASO
Highlights:
✅ We visited GASO’s customer service and 24/7 emergency contact centers to get a closer look at their work.
✅ We shared experiences on measuring KPIs in contact centers, approaches to employee motivation, and the role of a contact center manager as a coach 📈
As the operator of the gas supply system, GASO handles hundreds of calls and emails daily, addressing technical issues, coordinating technician visits, and processing meter readings.
A big thank you to Anda Serge for the tour and presentation! We learned about GASO’s cohesive and experienced team, as well as the monthly training sessions that help maintain high levels of operator competency. During the discussion, club members shared insights on KPI measurement using the Genesys CC platform and the critical role of contact center managers in supporting employees’ psychological well-being. Several club members are even developing coaching skills to enhance this support further.
Members of the Contact Center Club represent airBaltic, Citadele banka, ENEFIT, ERGO Latvia, Booking group, GASO, Latvijas Pasts, Latvijas mobilais telefons - companies that deliver excellent customer service every day. The club's organizers, Adventus Solutions, are experts in contact centers with over 25 years of experience in this field.
Contact Center Club brings together managers of Latvia's leading Contact Centers with the aim of creating a professional community for sharing experiences, improving customer service standards, and mastering the latest CC technologies.
If you want to learn more or become a member of the CC-Club, contact us.
Related articles
Artificial Intelligence in Action
Learn how AI is streamlining management, bolstering security, and transforming customer and employee experiences in ways that are simple yet impactful.
Read more
Technical considerations of moving from on-premises to cloud contact center
Businesses in all industries are moving to a cloud-based contact center. Lets take a look at the 6 most important aspects to consider when migrating to a cloud-based contact center
Read more
Event recap: "Customer experience – what you need to know in 2024!"
Event Recap: "Customer Experience – What You Need to Know in 2024!" Organized by Genesys and Adventus Solutions
Read more
Contact Center Club's visit to Citadele bank
Recently, members of the Contact Center Club had the opportunity to visit Citadele Bank's Sky Branch contact center to gain a deep insight into their daily operations. The visit provided a chance to see their customer service solutions, including the effective artificial intelligence (AI) driven chatbot already integrated into the bank's website.
Read more
Key terminology for AI in customer and employee experience
Discover 8 commonly used AI technologies and tools so you can move forward with AI confident it will deliver specific, measurable results.
Read more
Customer Story: Eesti Energia & Enefit achieving sustainability in the cloud
Standardizing on the Genesys Cloud™ platform, Eesti Energia has unified its contact centers across 5 countries, while driving greener operations from a smaller IT footprint.
Read more
Exciting visit of the Latvian Contact Center club to Enefit
Enefit's contact center provides a wide range of services, from processing invoice requests to contract renewals, addressing electricity and solar panel inquiries.
Read more