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.
Jitter disrupts voice calls in subtle but costly ways. Learn what causes it, how it affects CX and agent performance, and why it matters more than most teams realise.
Unpacking the meaning behind MOS (Mean Opinion Score)
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.
See how Operata empowers IT and Ops teams to maintain a truly connected customer experience in today's complex cloud contact center ecosystem.
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Melbourne
3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
