Kicking off our 3rd year, Contact Center Club had the pleasure of visiting Pasts. Often associated with parcel shipping, Pasts is much more than that. We were genuinely impressed by how digitalization, automation, and process efficiency are already part of everyday work.

We got an inside look at their digital transformation and brand rebranding.

Key takeaways:

• Digitalization in action - strong focus on automation and efficiency in daily operations.
• Small team, big impact - a relatively small contact center team supports customers across 13 service areas, from postal and delivery services to payments and customs brokerage. The level of agents skill and flexibility required is remarkable.
• Contact center as a driver of change - it plays a key role in improving internal processes and shaping better customer journeys across the organization.
• Great service = strong internal collaboration - delivering excellent customer experience requires seamless cooperation between departments and fast, accurate internal support - a clear priority at Latvijas Pasts.

Key insight: AI tools need ownership. When implementing AI bots, a dedicated “trainer” role must be planned as part of the process.

Contact Center Club is a professional community for senior contact center leaders - fostering Customer Experience excellence, sharing best practices, and mastering contact center technologies. Our meetings shape how we grow, innovate, and lead our teams forward. Organized by Adventus Solutions.

The Club brings together leading Latvian contact center managers from airBaltic, Citadele banka, Bigbank, EconomyBookings, ENEFIT, ERGO Latvia, GASO, Latvijas Mobilais Telefons, and Latvijas Pasts.

A warm thank you to Pasts for sharing experience and for hosting the Club!