Quality management in contact centers: Contact Center Club visited ERGO Latvia
- How to define conversation evaluation standard in a contact center?
- Which tools help agents work more efficiently?
- How can we strengthen agents’ skills to truly hear the customer and use that insight to offer the right solutions?
- And how do we give feedback that actually motivates agents?
These were some of the key questions discussed at our recent Contact Center Club meeting hosted by ERGO Latvia Insurance, focused on the topic “Conversation Listening and Quality Improvement in Contact Centers.”
Club members shared their approaches to evaluating conversations and giving feedback - from joint call listening sessions and issue-spotting exercises to targeted training that builds not only product and sales skills but also empathy and active listening. Many emphasized the importance of an individual approach to agents feedback.
We also explored quality evaluation tools within the Genesys Cloud platform, including advanced survey creation and call selection features.
Contact Center Club is a professional community for senior contact center leaders - fostering Customer Experience excellence, exchanging best practices, and mastering contact center technologies to Level Up Your Contact Center. Organized by Adventus Solutions.
The Contact Center Club brings together leading Latvian contact center managers from airBaltic, Citadele banka, Economy Bookings, ENEFIT, ERGO, GASO, Latvijas mobilais telefons SIA and Pasts.
A warm thank you to Anda Savļenko, Evita Melne, Nikita Gluhovs for sharing ERGO’s experience and for the Club hosting!
A big thank you to all members and guests for your insights and collaboration!
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