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Author

Dmytro Serbeniuk

286 posts
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…
Global Bilgi News

Global Bilgi successfully presents cloud contact center platform Sirius at Svoe.IT 2024

By Dmytro Serbeniuk
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…
Contact Center Technologies

Automation of contact centers: trends shaping the future

By Dmytro Serbeniuk
June 17, 2024
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…
Global Bilgi News

How to Create a Sales Script for Call Center Operators That Guarantees Results?

By Dmytro Serbeniuk
June 10, 2024
Global has been providing contact center outsourcing services to the largest companies in Ukraine for over 15 years. During this time, we have gained substantial experience in handling inbound calls, telemarketing, and conducting customer surveys through outbound calls.
Contact Center Technologies

Advantages of AI chatbots for contact centers

By Dmytro Serbeniuk
June 6, 2024
Customer service is a vital part of any business. Through support services, customers can get help with products or services or obtain necessary information both before and after a purchase. To maintain customer loyalty, companies need to continuously develop their customer…
Our Experience

Use of a voicebot in a call center: the Global Bilgi experience

By Dmytro Serbeniuk
May 31, 2024
In today’s rapidly evolving technology landscape, large organizations are constantly looking for innovative solutions to reduce costs and save money. One such technology that is growing in popularity is voicebots powered by artificial intelligence (AI). Global Bilgi…
Contact Center Technologies

Call transcription: hearing the real voice of the customer

By Dmytro Serbeniuk
May 29, 2024
Are you monitoring how your contact center agents serve customers? Are your customers satisfied with the service? Quality control and monitoring customer satisfaction are two key factors that influence the efficiency of a contact center and the overall success of a business.
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