Dmytro Serbeniuk

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…

“You never get a second chance to make a first impression.” This saying is completely pertinent to a call center’s inbound line. This is where the client forms their initial opinion of the firm and its level of service. Metrics such as Average Speed of…