From Bergen, Norway With Insight: How Shared Experiences Build Better Leaders at Atender
In May, Atender brought together all its operational leaders for the semi-annual gathering in our hometown of Bergen. Participants traveled from across Europe and visited Fjordkraft Customer Service before continuing the journey to beautiful Ullensvang. The trip was more than a symbolic homecoming; it was a professional deep-dive into what defines great customer experiences today - and how to build teams resilient enough to deliver them tomorrow.
“We got to know everyone a little bit better.”
For most team leaders, this was their first time in Bergen. It was also the first time many of them spent time together outside the office - and for KT, team lead for Zaptec, that made a big difference.
“It was really nice, like it started already from when we exited the hall in the airport and got greeted by Julie and Andreas and it just, I think we all felt like appreciated.”
Beyond the planned seminars and group dinners, one of the most valuable outcomes was the opportunity to connect across teams. “The best example here is Paula - the team lead of Cartel… we were able to connect on a different level than previously.”
Cross-team collaboration is essential in customer experience, but it doesn’t happen automatically. Building trust takes time and shared experience. This trip made space for both. “The better we know the other team leaders, the easier it’s going to be for us to cooperate. It will lower the roof for asking a question - which can only be positive.”
“The most important thing is that it’ll be solved somehow.”
During the visit, the team attended a seminar hosted by Fjordkraft, followed by a presentation by Kundeserviceavisen.no on customer satisfaction trends. KT recalled one stat that stood out: “42% of the reason why a customer will be satisfied - is based on the solution. Not because you answered quickly or the tone of voice… the most important thing is that it’ll be solved somehow.”
It was a reminder that customer experience isn’t about checking boxes or meeting SLAs. It’s about solving the real issue, and helping customers feel supported.
“The person was in Kundeserviceavisen if I’m not mistaken… they basically sent out questionnaires to a lot of people that have been in contact with customer service recently. And what for me was super interesting - he said within a few years the main focus of our customer service department is not gonna be on SLA. It is gonna be on the satisfaction.”
Resilience makes you stronger
The trip also included a session on resilience, led by psychologist Gudmundur. The team leaders took a resilience test and discussed the results together.
“We were talking about my results openly with the group… I knew my strength, I also knew my weaknesses, and we talked about, okay, how can you improve the weaknesses. Because that’s in the end, it’s gonna make you more resilient.”
For KT, resilience isn’t something you’re born with - it’s something you learn.
“For me, it’s like the ability to handle a situation that will arise. They don’t necessarily need to be negative, but there will always be some situation that needs to be dealt with.”
As a leader, that can mean helping an agent through a hard time, or communicating a change from the client that you don’t personally agree with, but still need to support.
“You cannot really say that to the team. You have to show that this, we can handle this. And we are resilient enough to do that.”
Final thoughts from Bergen
Professionally, the team came home with insights about customer satisfaction, leadership, and the future of CX. Personally, they brought back stronger bonds:
“That is something I think everyone felt,” KT said. “The improved connection you made with everyone involved in the trip.”
At Atender, that’s what we’re building: leadership grounded in human connection, strengthened by resilience, and ready to meet challenges head-on.
