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Author

Dmytro Serbeniuk

268 posts
Contact Center Technologies

What is telemarketing, and is it relevant in 2024?

By Dmytro Serbeniuk
February 13, 2024
If you ask the average person what telemarketing is, you’ll probably get a somewhat annoyed response with a hint of negativity. Something about TV commercials or annoying offers of all sorts of junk over the phone. Some might mention the movie “The Wolf of Wall…
Contact Center Technologies

Streamlining sales automation in call centers

By Dmytro Serbeniuk
February 12, 2024
The sales department in a call center performs a range of important tasks aimed at lead generation, increasing sales, and ensuring satisfaction of existing clients. The processes of handling inquiries, maintaining customer databases, and monitoring and analyzing results can…
Customer Experience

How to increase conversion rate in outbound call center?

By Dmytro Serbeniuk
February 8, 2024
Converting leads into customers is the primary task in the operation of an outbound call center. Therefore, the Conversion Rate, or simply the conversion rate, is perhaps the most important indicator of the effectiveness of an outbound call center, as it directly affects…
Customer Experience

Why is the ISO 27001 standard important for call center outsourcing?

By Dmytro Serbeniuk
February 6, 2024
What is ISO certification? In the dynamic business world, companies are constantly seeking ways to improve their services. Call center outsourcing for call handling has become a popular strategy for effective customer interaction management. The security and quality…
Customer Experience

What is Retention Rate: definition and calculation formula

By Dmytro Serbeniuk
February 2, 2024
In the service industry, every customer interaction with a business transforms into a customer experience. It’s clear that the more positive this experience is, the better the prospects for business development. Call centers play a tremendous role in shaping Customer…
Contact Center Technologies

Call recording as a quality control tool in the call center

By Dmytro Serbeniuk
January 31, 2024
Working with phone call recordings in a call center is crucial for supporting the productivity and efficiency of the call center, as well as ensuring the quality of customer service. Whether it’s an in-house call center, an outsourcing call center service, handling…
Human Resources

WFM software for call centers: Workforce Management automation

By Dmytro Serbeniuk
January 30, 2024
Planning and efficient management of employees’ working hours play a crucial role in the operation of a call center. To ensure a continuous process of quality service, it is essential to have appropriate tools that structure the work of agents and ensure that there is…
Contact Center Technologies

Call center dashboard: what is it?

By Dmytro Serbeniuk
January 29, 2024
A modern call center is a communication hub that continuously processes a significant amount of data. The ability to “see” and interpret this data largely determines the success of the company. Digital information allows refining processes, initiating…
Contact Center Technologies

Automatic Call Distribution for call center productivity

By Dmytro Serbeniuk
January 24, 2024
Automatic Call Distribution (ACD) – is one of the most crucial systems for a call center. This material will be most beneficial for those who have already read the article “What is ACD, and why is it important.” Now we will elaborate on how the call…
Customer Experience

Call center efficiency: understanding and enhancing operations

By Dmytro Serbeniuk
January 23, 2024
In an era of rapid technological advancement and information overflow, call centers have transformed into central, multichannel communication hubs connecting businesses with customers. Beyond handling queries and tech support, contact centers have become strategic tools for…
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