Luke Jamieson

Luke, a globally recognized CX thought leader and Evangelist at Operata, brings energy, creativity, and deep industry expertise. Passionate about human experience, he champions contact centers in delivering top-tier CX and employee engagement.

articles by 
Luke Jamieson
How to Scale a Contact Center from 50 to 5,000 Agents,with Observability

How to Scale a Contact Center from 50 to 5,000 Agents,with Observability

Moving from reactive “heroics” to proactive systems.

Article by 
Luke Jamieson
Published in 
CX
How I Learned to Speak MOS

How I Learned to Speak MOS

Unpacking the meaning behind MOS (Mean Opinion Score)

Article by 
Luke Jamieson
How Virtual Desktops Are Hiding the Full Truth About Your Voice Quality

How Virtual Desktops Are Hiding the Full Truth About Your Voice Quality

Learn how Virtual Desktop Infrastructure (VDI) affects voice quality, and why surface-level metrics like MOS can be misleading. Discover how CX observability reveals hidden issues.

Article by 
Luke Jamieson
How CPU Overload Silently Breaks Agent Productivity in Cloud Contact Centres

How CPU Overload Silently Breaks Agent Productivity in Cloud Contact Centres

What I Learned at Operata This Week ~ By Luke Jamieson

Article by 
Luke Jamieson
How a simple Chrome update silenced Amazon Connect

How a simple Chrome update silenced Amazon Connect

“Nothing is permanent except change” ~ Heraclitus

Article by 
Luke Jamieson
Published in 
News