What happens when some of Estonia’s top contact center minds come together? You get big ideas, great conversations, and - this time - a stunning view over Tallinn.

Our latest Contact Center Club meet-up took us to ENEFIT’s modern contact centre, with a side visit to Elektrilevi just next door. Both contact centers run on Genesys Cloud giving us a rare chance to see how one platform can serve very different business needs - each with its own rhythm, structure, and customer journey.

 

🔶 We explored contact center team operations, exchanged ideas, and even took a moment to enjoy the panoramic view over Tallinn. One of the highlights? Counting church spires – a fun way for agents to rest their eyes between calls (and yes, we’ve got the photo 📸 to prove it).

🔶 After an insightful look into Enefit’s contact centre vision and development plans, our discussion naturally moved toward practical topics: handling fraud attempts, what really makes a great noise-cancelling headset, and the nuances of GDPR in daily operations.

🔶 A particularly active discussion centered around NPS (Net Promoter Score) – how to measure it, interpret it, and turn it into action.
 

Huge thanks to our hosts Kaido Kabral, Sofia Kapsta, Maaja Saluvee, and to everyone who joined. These sessions are all about inspiration, practical value and our CC-club community connection.
 

The Contact Center Club brings together top Estonian contact center managers from Bigbank, ENEFIT, ERGO Insurance, Elektrilevi, SEB Eesti, Tallink Grupp and Eesti Töötukassa.

Contact Center Club is more than a meet-up. It’s a professional community for Estonia’s contact center leaders - focused on elevating Customer Experience, sharing what works, and mastering the latest CC technologies to #LevelUpYourContactCenter. Organized by Adventus Solutions.