Highlights:

✅ We visited GASO’s customer service and 24/7 emergency contact centers to get a closer look at their work.
✅ We shared experiences on measuring KPIs in contact centers, approaches to employee motivation, and the role of a contact center manager as a coach 📈

As the operator of the gas supply system, GASO handles hundreds of calls and emails daily, addressing technical issues, coordinating technician visits, and processing meter readings.

A big thank you to Anda Serge for the tour and presentation! We learned about GASO’s cohesive and experienced team, as well as the monthly training sessions that help maintain high levels of operator competency. During the discussion, club members shared insights on KPI measurement using the Genesys CC platform and the critical role of contact center managers in supporting employees’ psychological well-being. Several club members are even developing coaching skills to enhance this support further.

Members of the Contact Center Club represent airBaltic, Citadele banka, ENEFIT, ERGO Latvia, Booking group, GASO, Latvijas Pasts, Latvijas mobilais telefons - 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.