This time Contact Center Club visited airBaltic, exploring their extensive Contact Center (CC) that daily serves customers worldwide in 7 languages. We learned about the diverse services provided by Contact Center specialists – from ticket reservations to travel documents, assistance on the road, and solutions for emergency situations (such as flight delays or cancellations). CC experts not only inform passengers but resolve such situations. 🌐✈️

Thanks to Irita Strode, AirBaltic CC Manager, for the tour and presentation on the contact center's work, services offered, and the Genesys technology used to maintain a high level of service.

In the 2nd part, we talked about Quality Management in the contact center. Participants shared their experiences regarding criteria and their measurement in their contact centers.

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.