We continuously monitor the market and analyze the latest technological trends, which is why we participated with great interest in the “Modern Contact Center: Retain Talent, Build Engagement” conference, organized by mBank S.A. The event brought together experts from across the industry, providing a platform for knowledge exchange, sharing experiences, and presenting innovative solutions that support the development of contact centers in Poland.
The conference addressed the key challenges faced by modern customer service centers. A significant focus was placed on the partnership between humans and artificial intelligence. Modern AI tools, combined with ASR systems, are opening a new era in customer service, enabling process automation and faster response times, while maintaining high-quality interactions.
Practical AI implementations were also showcased, demonstrating real improvements in team efficiency. At the same time, the message was clear: it is people – their skills, engagement, and motivation – that determine organizational success. Therefore, creating strategies for team loyalty, developing modern recruitment methods, and fostering a work environment that encourages talent retention are of paramount importance.
The conference provided an excellent opportunity to benchmark our solutions against market trends. It also reinforced our belief that the direction we are taking in Contact Center development is correct – in many areas, we not only keep pace with changes but also anticipate and stay ahead of them. A key factor is our long-term collaboration with Trimtab, a technology company within Arteria S.A. Capital Group, which enables us to implement innovative AI and automation solutions.
We would like to thank mBank S.A. for organizing such a valuable event and all participants for inspiring discussions and knowledge sharing. Events like this are not only a source of insights but also a motivation to continuously raise customer service standards within our organization.
