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…
In a world where calls, chats, and emails are routed through various systems and servers, contact center security becomes crucial. This is especially true for the telecommunications industry and organizations that use an outsourcing model, which have enormous numbers of…
We asked our clients to share their experience working with Global Bilgi. One of the first to respond was our partner Prom.ua — Ukraine’s largest marketplace. The questions were answered by Bozhena Polishchuk, Head of the Customer Support Department at Prom.ua.
What was…
Global Bilgi Visits BAT Ukraine’s Production Facility and Office — A Two-Day Trip to Enhance Customer Service
July 21, 2025
Kyiv, May 2025
The team of LLC Global Bilgi — including project managers, team leaders, careline representatives, and First-Call Assistants — made a two-day working visit to the production facility and office of BAT Ukraine. This initiative, part of our partnership…
“Remote call center jobs,” “Contact Center Work From Home Agent,” “Call Center Jobs – Remote Work From Home & Online”— what do all these search queries have in common? Clearly, more and more people are looking for ways to work outside of traditional…
The success of any business depends on its customers. Yes, it’s a cliché. But in the fast-paced race for innovation and tech adoption, companies often lose sight of this golden truth. Business automation, cloud platforms, mobile apps — they all mean very little if not…
When launching or scaling a contact center project, one question inevitably comes up: what determines its success? The answer may seem simple — track the right KPIs and stay focused on results. But in reality, things get more complex. What metrics should you monitor? How…
