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Dmytro Serbeniuk

268 posts
Customer Experience

Service Design: 5 Principles for Improving the Customer Experience in a Contact Center

By Dmytro Serbeniuk
September 25, 2024
Customer service is the differentiating attribute that distinguishes your company from competitors who provide identical products or services. If I were to summarize the basic purpose of customer service in one word, I would say “loyalty.” This is especially true…
Customer Experience

Need a Contact Center for Your IT or Telecom Business? Choose Global Bilgi!

By Dmytro Serbeniuk
September 24, 2024
Modern company is characterized by fast technical change and increasing customer demand. This pressure is felt most strongly by IT and telecommunications companies. Rising competition and constant technological advancement demand them to not only innovate products and…
Customer Experience

Seamless Customer Experience: How Contact Center Outsourcing Can Help Your E-commerce Business

By Dmytro Serbeniuk
September 19, 2024
I enjoy shopping online. And before writing this article, I reflected on my own online purchasing experience. I’d want to share something with you. For more than ten years, I’ve purchased sneakers from the same brand. From a single internet store. I’m not a…
Customer Experience

Beyond NPS: Establishing an Intelligent Feedback System for Your Business

By Dmytro Serbeniuk
September 17, 2024
Since 2003, the Net Promoter Score (NPS) has been recognized as a trustworthy and accurate indicator of customer loyalty. However, the world is changing, new technologies are emerging, and consumers today have virtually endless options for products and services. In this…
Customer Experience

Customer Experience Management and Contact Center Outsourcing: A Synergy for Business Success

By Dmytro Serbeniuk
September 16, 2024
Customer Experience Management (CXM) is a systematic method to managing interactions between a business and its customers, with the purpose of improving the entire customer experience at all touchpoints. It entails gathering, evaluating, and using consumer data to generate…
Contact Center Technologies

How to Move to a Fully Remote Contact Center Model Using the Sirius Platform

By Dmytro Serbeniuk
September 12, 2024
The contact center industry, like many other corporate services, experienced considerable transformation in 2020. According to Statista, during the COVID-19 outbreak, the percentage of US employees working largely from home increased to 44%, up from 17% before to the…
Customer Experience

Partnership, Expertise, and Transparency: Core Principles of Business Process Outsourcing at Global Bilgi

By Dmytro Serbeniuk
September 10, 2024
In a world where “the customer is always right,” service quality has become a critical aspect in business success. Companies aim to provide the greatest possible experience for their customers, despite often having limited resources and time. This is why contact…
Contact Center Technologies

Sirius Cloud Platform: Transforming Contact Centers

By Dmytro Serbeniuk
September 6, 2024
The business world is rapidly evolving, constantly raising the bar for service quality. Modern contact centers, as one of the key channels for customer interaction, are now on the verge of a digital transformation. One of the most significant trends in recent years has been…
Our Experience

Blackouts impacting service: How to retain customers during power outages

By Dmytro Serbeniuk
August 7, 2024
Ukraine has lost substantial power generation capacity as a result of the aggressor country’s military forces attacking crucial infrastructure. While we’d like to be positive, there’s no reason to expect big improvements to Ukraine’s energy sector in…
Our Experience

How to provide an unrivalled Digital Experience for customers during uncertain times

By Dmytro Serbeniuk
August 6, 2024
The Russian invasion of Ukraine has caused businesses, including contact centers, to modify their operations and strategy. In such difficult circumstances, it is critical to provide high-quality service and an unrivaled Digital Experience to clients. In a previous piece, we…
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