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…
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…
How DVL Is Building a Unified Customer Experience: An Interview with Olga Rakhylchuk
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…
Planning, Forecasting, and Monitoring in a Contact Center: An Interview with Andrii Chernenko
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…
Where the Contact Center Industry Is Headed: Denis Shvechykhin’s View
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…
10 Questions for Yuliia Petrochenko, Head of Operations at Global Bilgi
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…
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…
Software Customization for Contact Centers to Meet Client Needs: The Case of Company with foreign investments «TOYOTA-UKRAINE»
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…
Cost-cutting drives today’s business. Automation in customer service is its clearest sign. But no IVR system or chatbot can replace genuine human attention. The empathy of an agent is often the difference between a routine interaction and an exceptional customer…
In B2B software sales, the success of negotiations often depends on how accurately the provider can identify the client’s real needs. This is especially critical for solutions that directly affect Customer Experience, since the quality of interactions with end consumers…
