What happens when Estonia’s top contact center leaders visit Töötukassa (Estonian Unemployment Insurance Fund) organization? You walk away with new ideas, a clear view of how digital and human service blend - and some truly impressive stats.

🔶 Latest Contact Center Club meet-up took us to Töötukassa, where we got a deep dive into how they organize their customer service. One of the highlights: their bot solution, which has significantly reduced live chat volumes. Every time a customer opens the chat, they’re first guided through a smart topic menu - often reaching the right answer without needing an agent.

🔶 We also discovered that Töötukassa’s average call volumes per agent put them firmly at the top - true Estonian champions in contact handling efficiency!

🔶 Another highlight was seeing Genesys Cloud co-browse in action. This feature allows agents to guide website visitors directly on-screen, making it easier to solve issues and helping customers learn what to do next time on their own.

👏 Huge thanks to our hosts at Töötukassa for the warm welcome and insights. These sessions are all about practical value, innovation, and our strong community connection.

The Contact Center Club brings together top Estonian contact center managers from Eesti Töötukassa, Bigbank, ENEFIT, ERGO Insurance, Elektrilevi, SEB Eesti, Tallink Grupp.

CC-Club is a professional community for Estonia’s contact center leaders - focused on elevating Customer Experience, sharing what works, and mastering the latest CC technologies to level up your Contact Center. Organized by Adventus Solutions.