2 Years of Contact Center Community: Where Tech Meets Humans
In the beginning of 2026 the Contact Center Club celebrated 2 years of connecting CX leaders across industries - sharing experiences, challenges, and practical solutions.
We visited AirBaltic, and day was full of engaging discussions.
Highlights from the day:
🌐 AI in Contact Centers - what works, what still needs testing, where human involvement is still required and where humans even have to intensively look after the AI
🌐 Tech vs. humans - AI speeds up tasks and automates processes, but empathy, understanding, and genuine care remain uniquely human. Premium service depends on people.
✈ Operations up close - AirBaltic contact center serves customers worldwide in 7 languages, handling everything from bookings to urgent travel issues.
💡 Key insight: AI is a tool, not a humans replacement. Efficiency improves, but human touch is the true differentiator.
Contact Center Club is a professional community for senior contact center leaders - fostering Customer Experience excellence, sharing best practices, and mastering contact center technology. Organized by Adventus Solutions.
Warm thank you to AirBaltic for sharing experience and for hosting the Club.
Special thanks to Armands Bunkovskis - our tech expert - for making Genesys Cloud contact center technology understandable for business.
The Club brings together leading Latvian contact center managers from AirBaltic, Citadele banka, Bigbank, Economy Bookings, ENEFIT, ERGO, GASO, Latvijas mobilais telefons SIA and Pasts.
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