Recently, members of the Contact Center Club had the opportunity to visit Citadele Bank's Sky Branch contact center to gain a deep insight into their daily operations. The visit provided a chance to see their customer service solutions, including the effective artificial intelligence (AI) driven chatbot already integrated into the bank's website.

Quick Highlights:

✅ Visited the bank's Sky Branch contact center to understand their work dynamics

✅ Tested the bank's chatbot, already assisting in customer service

✅ Shared insights on KPI measurement in contact centers and employee motivation systems throughout the bank 📈

Citadele Bank's contact center provides customer service for all bank products with the motto "From banking today to opportunities tomorrow!" This includes cards, accounts, loans, leasing, insurance, savings, online banking, mobile app, and more.

Special thanks to Andrejs Kolosovs and Oksana Ivanova for the tour and presentation. We were impressed by the AI-based chatbot that answers customers questions. During the discussion session, Club members discussed their experiences with KPI measurement on the Genesys KC platform and shared insights on the AI solutions currently in use and those planned for future implementation in contact centers.

Overall, the visit to Citadele Bank offered an exciting glimpse into the future of customer service, where AI innovations serve not just as tools but as foundations for operational excellence, customer satisfaction, and employee satisfaction. The activities of the CC-Club promote the exchange of experience and knowledge, fostering continuous improvement in customer service sector.

Members of the Contact Center Club represent airBaltic, Citadele banka, ENEFIT, ERGO Latvia, GASO, Latvijas Pasts - companies that deliver excellent customer service every day. The club's organizers, Adventus Solutions, are experts in contact centers with over 25 years of experience in this field.

Contact Center Club brings together managers of Latvia's leading Contact Centers with the aim of creating a professional community for sharing experiences, improving customer service standards, and mastering the latest CC technologies.

If you want to learn more or become a member of the CC-Club, contact us.