The business world is rapidly evolving, constantly raising the bar for service quality. Modern contact centers, as one of the key channels for customer interaction, are now on the verge of a digital transformation. One of the most significant trends in recent years has been…
Ukraine has lost substantial power generation capacity as a result of the aggressor country’s military forces attacking crucial infrastructure. While we’d like to be positive, there’s no reason to expect big improvements to Ukraine’s energy sector in…
The Russian invasion of Ukraine has caused businesses, including contact centers, to modify their operations and strategy. In such difficult circumstances, it is critical to provide high-quality service and an unrivaled Digital Experience to clients. In a previous piece, we…
There is no denying that these are difficult times. But in times of crisis, like war, pandemics, or recessions, the caliber of customer service becomes even more important. Customers who are happy with your brand throughout these times may end up becoming its most devoted…
Customer Service at wartime: How outsourcing contact centers can keep your business running
August 1, 2024
Do you remember the state of customer experience in Ukraine in 2022? Even before the full-scale invasion, Ukrainian companies with their own contact centers faced numerous challenges. These included a lack of funds for infrastructure and technology development, a shortage of…
The modern world is dictating new communication standards, and video calls are becoming an important part of contact center operations. They enable a more personalized and effective service that significantly increases customer satisfaction and loyalty. In this article, we…
According to leading research companies, customer service specialists are second only to IT professionals in terms of the number of remote workers. This is not surprising, as the development of VoIP telephony and virtual PBX technologies enables omnichannel customer support…
A contact center dashboard is an interactive analytical panel designed to display operational information about key performance indicators and metrics of the contact center. Additionally, the dashboard is an effective analytical tool that helps consolidate data and summarize…
Global Bilgi successfully presents cloud contact center platform Sirius at Svoe.IT 2024
June 18, 2024
Global Bilgi, a leading developer of contact center software, successfully participated in Svoe.IT 2024, a showcase of Ukrainian software held on June 14, 2024, in Kyiv at the National Cultural and Art Complex Mystetskyi Arsenal.
This event provided an excellent opportunity…
In recent years, contact centers have undergone significant changes. Globalization, the shift to omnichannel communication, and advancements in artificial intelligence have made the contact center outsourcing business more dynamic and complex. Alongside these changes…
