Blog
Welcome to our blog, your go-to resource for the latest insights, trends, and innovations in technology and business solutions. Whether you're looking to enhance your company's customer experience, stay ahead of technological advancements, or find the best tools for your needs, we have you covered.
Key takeaways from the event "Customer experience – what you need to know in 2025!"
Technology and AI are transforming customer service - making it faster, more personalized, and efficient. Discover the latest contact center trends and ERGO’s experience with Genesys Cloud from the “Customer Experience 2025” Baltic contact center leaders event.
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Change Management in Contact Centers – an inspiring visit to LMT
Explore key insights from the Contact Center Club visit: chatbot use, change management strategies, internal communication, and performance tracking – shared by Latvia’s top contact center professionals.
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AI in Action: Highlights from the Contact Center Club’s Special Session
Discover how AI is transforming contact centers. Explore real use cases from the Contact Center Club's special session, including AI-powered chatbots, agent assist tools, and insights on enhancing customer experiences.
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Top 9 Contact Centers Trends for 2025
Discover the top contact center trends for 2025- AI, cloud migration, omnichannel support, and customer journey management. Learn how Baltic companies are transforming customer service for the digital era.
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Estonian Contact Center Club Launch
Discover the Estonian Contact Center Club – a new professional community for top contact center leaders, fostering Customer Experience excellence, sharing best practices, and mastering the latest CC technologies.
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The Definitive List of 29 Call Center Metrics and KPIs
Discover 29 essential call center metrics and KPIs, including First-Contact Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and more. Learn how to track key performance indicators (KPI) to improve success. Full list with explanations and formulas included.
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Contact Center Club's Visit to Booking Group
Highlights from the CC Club's visit to the Booking Group contact center: We learned how their global car rental support team manages daily calls and emails and explored AI-powered tools for conversation evaluation.
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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.
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Contact Center Club's 1st Anniversary: A Year Full of Ideas and Value!
Contact Center Club Turns 1! From Genesys platform updates to innovative ideas for growth, learn how this community enhances business processes, technology adoption, and KPI success.
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