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.
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.
What I Learned at Operata This Week
What I Learned at Operata This Week
What I Learned at Operata This Week ~ By Luke Jamieson
“Nothing is permanent except change” ~ Heraclitus
Hybrid work or flexible work is likely here to stay, but many contact centers still struggle to support remote agents effectively. From unstable home networks to inconsistent tools, technology plays a critical role in whether agents succeed or fail. This article explores why CX observability is essential to delivering consistent, high-quality service in hybrid contact centers.
Discover how the 10 x 10 rule reveals early signs of contact center agent burnout through behavioral trends. Learn how CX observability tools like Operata help reduce burnout and boost performance.
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.
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