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
Who’s Building the Future and Who’s Borrowing It? Insights from Enterprise Connect 2025

Who’s Building the Future and Who’s Borrowing It? Insights from Enterprise Connect 2025

AI in CCaaS is finally a reality, not just hype. Now, it's about who bolts it on and who builds it because, despite all the "seamless" claims, real usability still matters.

Article by 
Luke Jamieson
Published in 
News
Problems Sabotaging Your Contact Center (that you didn't know about)

Problems Sabotaging Your Contact Center (that you didn't know about)

We analyzed 148,000 calls where an agent lodged an IT service ticket, and our research uncovered a startling fact: more than half were caused by audio problems alone. We explore why CX Observability is needed in any cloud-based contact center.

Article by 
Luke Jamieson
Published in 
What Agents Are Telling Us About Call Quality Issues

What Agents Are Telling Us About Call Quality Issues

After analyzing over 148 thousand agent-reported issues, we’ve identified the most common problems affecting call quality. What stands out in the data is that certain issues occur again and again, meaning there are consistent areas for improvement.

Article by 
Luke Jamieson
Published in 
Agent Experience