Global Bilgi - Corporate Blog

Delivery Service Contact Center KPIs: Speed, Stability, and the New Quality Standards

February 26, 2026

Delivery services have long outgrown the status of a simple convenience. Today, they are an essential part of everyday life for millions of Ukrainians. Orders are placed in seconds, and customer expectations are measured in minutes. In this environment, the contact center is…

Our Experience

More Than Just Business: How the War Reshaped the DNA of Customer Service

By Dmytro Serbeniuk

February 13, 2026

We continue our series of interviews with the key experts at Global Bilgi — the people shaping our service culture today and defining its future. This time, I’m joined by Anastasiia Hryshyna, Head of the Learning, Development and Assessment Department. In this insightful…

Human Resources

7 Movies That Will Level Up Your Team Lead Skills in a Contact Center

By Dmytro Serbeniuk

January 20, 2026

The role of a team lead in a contact center or call center is now critical to team stability and service quality. This is especially true in a remote setup, where agents and team leaders work from home and all communication happens via Google Meet, Microsoft Teams, and…

Contact Center Technologies

Contact Center Software for Insurance Companies: Why Choose Sirius by Global Bilgi

By Dmytro Serbeniuk

January 8, 2026

A contact center for insurance is far more than a call-handling function. In the insurance industry, nearly every customer interaction is tied to risk, stress, or an urgent need for assistance. That is why insurance contact center software must meet significantly higher…

Our Experience

How DVL Is Building a Unified Customer Experience: An Interview with Olga Rakhylchuk

By Dmytro Serbeniuk

December 26, 2025

We continue our series of conversations with leaders who not only manage processes, but transform customer experience from within. At the end of the year, when business pace reaches its peak, we had the opportunity to speak with Olga Rakhylchuk, Director of Customer Service…

Our Experience

Planning, Forecasting, and Monitoring in a Contact Center: An Interview with Andrii Chernenko

By Dmytro Serbeniuk

December 15, 2025

We continue our series of interviews with leading experts at Global Bilgi to show how contact center outsourcing works behind the scenes in an environment of constant challenges. Within this system, the role of the Operational Planning and Efficiency Management Department…

Our Experience

Where the Contact Center Industry Is Headed: Denis Shvechykhin’s View

By Dmytro Serbeniuk

November 25, 2025

More than fifteen years at Global Bilgi — from chief financial officer to company head. Over that time Denis Shvechykhin has watched the market shift, business demand evolve, and learned what truly matters to clients. In this interview he talks about his journey and shares…

Our Experience

10 Questions for Yuliia Petrochenko, Head of Operations at Global Bilgi

By Dmytro Serbeniuk

November 11, 2025

At the heart of all Global Bilgi operations stands Yuliia Petrochenko, Head of the Operations Department. In this interview, she shares her experience, insights, and vision for the future of customer service. Yuliia talks about which contact center KPIs truly improve after…

Our Experience

Software Development: Global Bilgi’s In-House Digital Solutions

By Dmytro Serbeniuk

October 9, 2025

When you think of a call center, you probably picture rows of agents with headsets handling calls. But in modern business, contact center outsourcing means more than just human labor—it requires flexible technological tools. That’s why comprehensive digital solutions for…

Our Experience

Software Customization for Contact Centers to Meet Client Needs: The Case of Company with foreign investments «TOYOTA-UKRAINE»

By Dmytro Serbeniuk

September 16, 2025

In today’s business environment, “out-of-the-box” solutions are often not enough. Standard software can address basic tasks, but it rarely accounts for specific processes, industry requirements, or the unique business goals of a company. That is why software…

Delivery Service Contact Center KPIs: Speed, Stability, and the New Quality Standards

More Than Just Business: How the War Reshaped the DNA of Customer Service

7 Movies That Will Level Up Your Team Lead Skills in a Contact Center

Contact Center Software for Insurance Companies: Why Choose Sirius by Global Bilgi

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Global Bilgi entered the final of the European Contact Centre & Customer Service Awards 2022!

Call Center Career Development: from a Customer Service Representative to an HR Director

Delivery Service Contact Center KPIs: Speed, Stability, and the New Quality Standards

More Than Just Business: How the War Reshaped the DNA of Customer Service

7 Movies That Will Level Up Your Team Lead Skills in a Contact Center

Contact Center Software for Insurance Companies: Why Choose Sirius by Global Bilgi

How DVL Is Building a Unified Customer Experience: An Interview with Olga Rakhylchuk

Planning, Forecasting, and Monitoring in a Contact Center: An Interview with Andrii Chernenko

Where the Contact Center Industry Is Headed: Denis Shvechykhin’s View

10 Questions for Yuliia Petrochenko, Head of Operations at Global Bilgi

Software Development: Global Bilgi’s In-House Digital Solutions

Software Customization for Contact Centers to Meet Client Needs: The Case of Company with foreign investments «TOYOTA-UKRAINE»

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Delivery Service Contact Center KPIs: Speed, Stability, and the New Quality Standards

More Than Just Business: How the War Reshaped the DNA of Customer Service

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