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Author

Dmytro Serbeniuk

280 posts
Customer Experience

Tourism & Travel Industry Contact Center Outsourcing

By Dmytro Serbeniuk
November 4, 2024
In today’s tourism and travel industry, success hinges not only on service quality but also on the ability to swiftly respond to customer needs. Tourism agencies increasingly turn to call center services to ensure seamless customer support, maintaining connections at every…
Customer Experience

Hyper-Personalization in the Contact Center: 7 Practical Examples

By Dmytro Serbeniuk
November 1, 2024
In the fast-paced world of Customer Experience (CX), staying ahead is essential. As we approach 2025, one strategy that continues to gain traction and redefine how companies engage with their clients is hyper-personalization. The days of one-size-fits-all approaches are…
Contact Center Technologies

UCaaS vs CCaaS: What’s the Difference?

By Dmytro Serbeniuk
October 31, 2024
As the cloud communications market rapidly expands, the demand for information about UCaaS and CCaaS is growing. To meet this demand, we’ve prepared answers to the most pressing questions surrounding these two communication service models. What is UCaaS? Unified…
Customer Experience

Is Average Handling Time (AHT) Still Relevant In The AI Era?

By Dmytro Serbeniuk
October 29, 2024
Artificial intelligence is steadily making its way into all aspects of life, including the contact center business, which is recognized for its receptivity to new technology. We were so enthralled by AI’s promise that we began to question if it could completely replace…
Customer Experience

Technical Support Outsourcing: Global Bilgi Solution Benefits

By Dmytro Serbeniuk
October 28, 2024
Technical support outsourcing has become an essential aspect of many modern firms’ strategies for optimizing procedures and focusing on core business duties. While internal technical teams may be overburdened or lack specific expertise, outsourcing allows access to…
Our Experience

Headcount VS FTE: How Many Agents Does Your Contact Center Need?

By Dmytro Serbeniuk
October 25, 2024
In a call center or contact center, one of the most critical aspects of efficiency is accurately determining the required number of agents. An understaffed team can lead to agent overload and burnout, increased customer Average Wait Time, and potential customer loss. On the…
Contact Center Technologies

Contact Center for Customer Outbound Calling: 5 Cases When You Need Outsourcing

By Dmytro Serbeniuk
October 24, 2024
When a business needs to reach a large customer base and ensure effective communication, contact center services for outbound calling become essential. Companies often face the need to conduct mass outreach, and internal resources may not always be sufficient to maintain a…
Customer Experience

What is First Call Resolution (FCR): A Complete Guide

By Dmytro Serbeniuk
October 22, 2024
First Call Resolution (FCR) is one of the most important performance indicators for call and contact centers. Think of this content as a complete guide to understanding FCR. You will learn about its history, the formula for measuring FCR, and how to enhance FCR in a contact…
Customer Experience

Contact Center Call Script: How to Address An Angry Client

By Dmytro Serbeniuk
October 22, 2024
Numerous reports and studies in recent years have brought attention to the growth in customer anger directed towards contact center professionals. Although statistics data may differ between industries and geographical areas, there is one obvious trend: emotional encounters…
Customer Experience

Marketing Research through a Contact Center: Exploring User Experience (UX)

By Dmytro Serbeniuk
October 18, 2024
Do you want to know more about your clients and enhance their interactions with your brand, organization, or business? One of the best ways to get important insights into the requirements and expectations of your customers is through marketing research conducted through a…
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