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Author

Dmytro Serbeniuk

268 posts
Contact Center Technologies

Chatbot for call centers: 7 practical applications

By Dmytro Serbeniuk
March 19, 2024
The rapid progress of artificial intelligence technology has brought chatbots to the forefront of business communication. They’re not just for answering FAQs anymore; they’ve evolved into full-fledged digital ambassadors for modern brands. With applications…
Contact Center Technologies

How to reduce call transfers in the call center?

By Dmytro Serbeniuk
March 18, 2024
How long are you willing to wait until a call transfer in the call center connects you to the right operator? According to statistics from several leading research organizations, about 70% of customers expect to be connected to a support representative within 30 seconds.
Contact Center Technologies

Cross selling in the call center: strategies to increase revenue

By Dmytro Serbeniuk
March 14, 2024
Cross-selling, already well-known as an effective means of increasing sales revenue. Although their benefits are obvious, sometimes difficulties arise in mastering and using this strategy in contact centers. This article is about how cross-selling can increase revenue and…
Global Bilgi News

Remote work in a call center: how to avoid burnout?

By Dmytro Serbeniuk
March 12, 2024
Despite all the advantages of remote work, working in a call center from home is exhausting and stressful. According to experts from the international HR community The Society for Human Resource Management (SHRM), 75% of call center operators suffer from emotional…
Contact Center Technologies

SIP trunking for business: advantages and perspectives

By Dmytro Serbeniuk
March 4, 2024
SIP is one of the most common protocols for implementing VoIP technologies. The protocol is used in IP telephony to initiate, manage, and terminate voice and video communication sessions over IP networks. It defines how phones and other devices establish, maintain, and end…
Contact Center Technologies

Call tracking for business: detailed guide

By Dmytro Serbeniuk
February 29, 2024
Despite the availability of a large number of communication channels, 61% of Ukrainians choose a phone call to order a product or service. When assistance with a product or information about a service is needed, 58% of customers turn to the technical support service by…
Contact Center Technologies

What is a VoIP phone number for business?

By Dmytro Serbeniuk
February 27, 2024
In the era of business globalization and the trend of remote work, IP telephony has become the primary means of communication. Customer service sectors and call center outsourcing have long been using VoIP telephony. With a VoIP number, clients can communicate with companies…
Customer Experience

What is customer experience, and 6 metrics to measure it

By Dmytro Serbeniuk
February 23, 2024
What is customer experience? I have my own, very fresh and relevant example in our time. I want to share it. So, recently I was dissatisfied with the services of an internet provider. Irritated and angry, I called their call center every time the internet disappeared. And…
Contact Center Technologies

Healthcare & medical call center outsourcing

By Dmytro Serbeniuk
February 19, 2024
Patients select medical facilities based not only on doctors’ professionalism and services offered but also on the quality of service. Hence, many healthcare providers are establishing in-house contact centers or outsourcing to manage customer service. For larger…
Customer Experience

What are upselling and cross-selling?

By Dmytro Serbeniuk
February 16, 2024
The company’s revenue doesn’t end at the point of sale. On the contrary, it’s only the beginning of the “real” business relationship with its customers. Just think about it: the company already has the customer’s contact information, their…
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