A brief overview of our visit to Enefit Latvia:

✅ We toured and observed the Enefit contact center in action (CC).

✅ Sharing experiences on KPI metrics and employee evaluation in contact centers, discussing the methods used by CC-Club member companies.

✅ We launched and successfully tested a robot call, accomplishing it all in just 15 minutes

Enefit's contact center provides a wide range of services, from processing invoice requests to contract renewals, addressing electricity and solar panel inquiries. Thanks to Imants Podiņš, Enefit Latvia CC Manager, for the tour and presentation, including the usage of Genesys Cloud platform to maintain an excellent service level for Enefit customers.

During the visit, we tried a robot call generated and launched on the spot during the meeting, using Genesys Cloud's text-to-speech functionality. The process, taking only a few minutes. Such announcements can be applied to information playback for both outbound and inbound calls, seamlessly managed by contact center employee without the involvement of IT.

Special thanks to our CC-Club guest Kaido Kabral, Enefit Group's expert in customer service solutions, for valuable insights and a demonstration in the Genesys Cloud platform, showcasing how it aids in optimizing employee evaluation and KPI measurement. Enefit colleagues also presented a call evaluation survey integrated into the Genesys Cloud platform, easing team lead tasks in assessing KC employees.

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.