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Author

Dmytro Serbeniuk

268 posts
Contact Center Technologies

What Opportunities Does ChatGPT Offer Contact Centers?

By Dmytro Serbeniuk
November 29, 2024
Chat GPT is one of the most innovative tools transforming the landscape of customer service. This artificial intelligence model is redefining the “rules of the game” across multiple industries, and contact centers are no exception. In this article, we explore the…
Customer Experience

Outsourcing a Contact Center for the Automotive Business by Global Bilgi

By Dmytro Serbeniuk
November 27, 2024
What Does a Car Owner’s Need for Service Mean? Regular oil changes? Easy ways to pay using credit? Can a certified dealer provide diagnostic services? Indeed, the customer experience is shaped by all of these elements as well as a myriad of others. Maintaining the…
Contact Center Technologies

What Are Toll-Free Phone Numbers?

By Dmytro Serbeniuk
November 26, 2024
What are Toll-Free numbers, and why are they so popular among companies providing contact center outsourcing services? This article explores the advantages of Toll-Free numbers and how they can effectively improve customer service. Read on to discover how free calls can be…
Customer Experience

Outsourcing a Contact Center for Airlines and Transport Companies

By Dmytro Serbeniuk
November 25, 2024
Every day, millions of people around the globe embark on journeys or, at the very least, plan them. All of them entrust their safety and comfort to airlines, bus operators, and railway companies. In a world where each flight or transport service can serve as a point of…
Contact Center Technologies

Email Support Outsourcing at the Global Bilgi Contact Center

By Dmytro Serbeniuk
November 21, 2024
One of the services that the Global Bilgi contact center can provide to its clients is email support outsourcing. Some may ask, “Is anyone still using email?” You might be surprised, but email remains an effective business communication tool. Let’s explore…
Customer Experience

How to Improve Contact Center Services Through Empathetic Communication?

By Dmytro Serbeniuk
November 20, 2024
Today, it’s safe to say that customer experience is more critical than the product itself or its price. That’s why contact centers are on the frontlines of the battle for consumer loyalty. But what truly makes a service memorable and drives customers to return? Quick…
Contact Center Technologies

Cloud-Based Contact Center or On-Premise: Which to Choose?

By Dmytro Serbeniuk
November 19, 2024
Modern business is a race for customers. Every inquiry, every call is an opportunity to win loyalty or lose it forever. That’s why a contact center has become one of the most critical tools for customer interaction. But how should it be set up? Should you create your own…
Customer Experience

The Impact of Customer Experience in a Contact Center on Customer Lifetime Value

By Dmytro Serbeniuk
November 18, 2024
Customer Experience and Customer Lifetime Value are closely interconnected marketing concepts. Both emerged around the same time and today play a crucial role in building strong, long-term relationships between businesses and their customers. In this article, we’ll explore…
Customer Experience

What is After-Call Work (ACW) or call wrap-up in contact centers?

By Dmytro Serbeniuk
November 14, 2024
After-Call Work (ACW) is a key metric for contact center operations, directly influencing efficiency and productivity. This article provides a full and detailed guide on the work an agent performs after ending a call. Defining After-Call Work (ACW) After Call Work (ACW) is…
Contact Center Technologies

Interactive Voice Response (IVR) vs. Artificial Intelligence

By Dmytro Serbeniuk
November 13, 2024
Interactive Voice Response (IVR) systems have long been a key component of call centers, contact centers, and customer service operations. But as new technologies emerge, the world is changing, and so are customer expectations. Today, let’s dive into IVR systems: what…
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