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Author

Dmytro Serbeniuk

298 posts
Contact Center Technologies

How to Move to a Fully Remote Contact Center Model Using the Sirius Platform

By Dmytro Serbeniuk
September 12, 2024
The contact center industry, like many other corporate services, experienced considerable transformation in 2020. According to Statista, during the COVID-19 outbreak, the percentage of US employees working largely from home increased to 44%, up from 17% before to the…
Customer Experience

Partnership, Expertise, and Transparency: Core Principles of Business Process Outsourcing at Global Bilgi

By Dmytro Serbeniuk
September 10, 2024
In a world where “the customer is always right,” service quality has become a critical aspect in business success. Companies aim to provide the greatest possible experience for their customers, despite often having limited resources and time. This is why contact…
Contact Center Technologies

Sirius Cloud Platform: Transforming Contact Centers

By Dmytro Serbeniuk
September 6, 2024
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…
Our Experience

Blackouts impacting service: How to retain customers during power outages

By Dmytro Serbeniuk
August 7, 2024
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…
Our Experience

How to provide an unrivalled Digital Experience for customers during uncertain times

By Dmytro Serbeniuk
August 6, 2024
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…
Our Experience

How Global Bilgi preserves the quality of its Customer Service during tough times

By Dmytro Serbeniuk
August 5, 2024
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 Experience

Customer Service at wartime: How outsourcing contact centers can keep your business running

By Dmytro Serbeniuk
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…
Our Experience

Video calls in the contact center: the experience of Global Bilgi

By Dmytro Serbeniuk
July 9, 2024
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…
Our Experience

Our experience in efficiently managing remote contact center agents

By Dmytro Serbeniuk
June 26, 2024
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…
Contact Center Technologies

Global Bilgi Dashboard: advantages of the contact center analytics solution

By Dmytro Serbeniuk
June 18, 2024
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…
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