Dmytro Serbeniuk

What Are Key Performance Indicators? For inbound contact center services, KPIs reflect customer service quality, agent efficiency, and overall business success. These indicators help us understand how well we are performing, identify weaknesses, and find ways to improve. The…

Imagine two scenarios: Between calls, contact center agents frequently take breaks or get distracted by personal matters. Throughout their shift, agents don’t even have time to take a lunch break. Both cases relate to occupancy—one of the most critical metrics in an…

Choosing an outsourced contact center is not just a formality but a strategic decision that directly impacts your business’s reputation and financial performance. However, company owners, especially those managing large businesses, sometimes make mistakes that either…

Feedback in a contact center is not just words from customers—it is a valuable resource that defines service quality and brand trust. This is especially important for call center outsourcing, as agents essentially become the “face” of the company that has…

Have you ever wondered how the volume of incoming calls impacts the efficiency of your contact center? An excessive number of inquiries often leads to delays in request processing, increases agent stress levels, and forces customers to wait longer than they would like. This…

If you manage a business in the HoReCa industry, you have no choice but to fully meet your customers’ expectations and provide them with the best possible experience. A critical part of this experience is exceptional customer support — available for any question, at…