Mobile and web applications are rapidly expanding across all industries. In the FinTech segment, the number of financial management apps is growing at record speed. Download rates in this category have increased by 82%.
In e-commerce, by the end of 2024, there were over 20…
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…
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…
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…
