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Author

Dmytro Serbeniuk

280 posts
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…
Contact Center Technologies

Enhancing marketing strategies with Virtual PBX

By Dmytro Serbeniuk
January 22, 2024
In the competitive landscape, modern businesses grapple with rising communication costs to connect with their audience. To stay competitive, organizations need innovative strategies. This discussion focuses on how contemporary virtual PBX systems offer marketing solutions.
Contact Center Technologies

Virtual number for call centers: explained

By Dmytro Serbeniuk
January 18, 2024
In today’s dynamic landscape, characterized by the importance of flexibility and mobility, virtual phone numbers have become an integral aspect of our digital communication. The global nature of business and the shift toward remote work have spurred a growing demand…
Contact Center Technologies

What is a call center auto dialer?

By Dmytro Serbeniuk
January 16, 2024
An auto dialer is a type of call center software that automatically dials customer numbers and connects calls without needing manual input from operators. Also known as auto-dialing services, these tools are incredibly useful for call centers that focus on making outbound…
Contact Center Technologies

Cloud PBX (hosted PBX, virtual PBX) for call centers

By Dmytro Serbeniuk
January 15, 2024
To avoid confusion, we should first define what a “virtual telephone system” is. A virtual private branch exchange (PBX) is a private automatic telephone system that enables communication via VoIP telephony. When we talk about a “virtual private branch…
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