Beyond the Call — Workshop for Contact Center and CX Leaders

For contact center managers and Customer Experience leaders, we have created a one-day professional workshop, Beyond the Call, where international standards meet Georgian business reality.

This is an intensive one-day working session where four leading industry professionals will share experience that can transform your daily operations and strategic vision.

Why Attend?

Managing a contact center and customer experience today is no longer just about answering calls. It is about maintaining a balance between human resources and innovative tools that define service quality.

During the workshop, you will learn:

Stress Management on the Front Line

Tamar Kanashvili, an invited specialist with 10+ years of experience, will lead an interactive session specifically tailored to the realities of contact centers.

Through practical exercises, participants will explore:

• the role of emotional intelligence in customer service;
• methods for maintaining team productivity;
• tools for preserving emotional stability under high-pressure conditions.

Service Transformation: Artificial Intelligence, Data Analytics, and the Future Contact Center

Beka Gigauri, Director and Co-Founder of Communiq, with 20 years of experience in telecommunications, will share insights on:

• From call center to AI platform: service evolution and future opportunities;
• CRM and Omnichannel: a 360° customer view through a single interface;
• A new management standard: automated quality control and operational efficiency economics.

How Can a Contact Center Become a Strategic Part of Customer Experience Management?

Natia Rukhadze, with 17 years of CX experience, will share:

• how to identify the customer’s real needs behind every interaction;
• how to turn feedback into a source of service improvement;
• how modern trends and AI are transforming customer interactions with contact centers.

How to Build a Modern Contact Center?

From a traditional call center to a modern data-driven operation: structure, management models, and operational excellence.

Tamta Gobronidze, with 18 years of industry experience, will share current trends, practical tools, and key performance metrics that improve operational efficiency and customer experience.

Our Goal:

1. Knowledge Sharing
To demonstrate how the innovative tools of Communiq work in practice.

2. Network & Community
To create an environment through interactive sessions and role-playing where professionals can connect and exchange experiences.

3. Practical Impact
To ensure you return to work not only with notes, but with new ideas, actionable tools, and practical solutions that improve both processes and team performance.

Details:

Who is it for:

• Contact Center Managers
• Contact Center Team Leaders
• CX Directors
• Service Quality Managers

Format:
Interactive masterclasses, role-playing activities, and real-case demonstrations.

Age Restriction: 18+

Tickets:

Early Bird — 250 GEL
Category I — 350 GEL
Category II — 500 GEL

Ticket availability is limited.