Dmytro Serbeniuk

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…

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…

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…

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…

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…