Dmytro Serbeniuk

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…

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…

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…

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…

You might wonder, “Are cold calls still relevant?” Surprisingly, yes. Amidst the overwhelming volume of digital ads, social media promotions, and spam-filled e-mail inboxes, cold calls have become even more effective than before. To clarify: while the effectiveness of…

In a competitive market, businesses are constantly seeking ways to increase efficiency and drive growth. One proven solution is Sales Outsourcing, where companies partner with experienced professionals to manage their outbound sales efforts. This strategy not only saves…