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Contact Center Technologies

62 posts

In this section of the Global Bilgi corporate blog, you will learn about modern technologies for contact centers. We provide accessible and interesting insights on successfully implementing IP telephony, cloud technologies, CRM systems, IVR, business process automation, and artificial intelligence (AI) in contact centers.

The Global Bilgi team has over 15 years of successful experience in the contact center outsourcing industry and the development of digital solutions for customer service. Our software products, including the Sirius cloud contact center platform, are already used to process tens of thousands of customer inquiries daily. We are excited to share our experience in creating and implementing the best digital solutions in the field.

Contact Center Technologies

Chatbot for call centers: 7 practical applications

By Dmytro Serbeniuk
March 19, 2024
The rapid progress of artificial intelligence technology has brought chatbots to the forefront of business communication. They’re not just for answering FAQs anymore; they’ve evolved into full-fledged digital ambassadors for modern brands. With applications…
Contact Center Technologies

How to reduce call transfers in the call center?

By Dmytro Serbeniuk
March 18, 2024
How long are you willing to wait until a call transfer in the call center connects you to the right operator? According to statistics from several leading research organizations, about 70% of customers expect to be connected to a support representative within 30 seconds.
Contact Center Technologies

Cross selling in the call center: strategies to increase revenue

By Dmytro Serbeniuk
March 14, 2024
Cross-selling, already well-known as an effective means of increasing sales revenue. Although their benefits are obvious, sometimes difficulties arise in mastering and using this strategy in contact centers. This article is about how cross-selling can increase revenue and…
Contact Center Technologies

SIP trunking for business: advantages and perspectives

By Dmytro Serbeniuk
March 4, 2024
SIP is one of the most common protocols for implementing VoIP technologies. The protocol is used in IP telephony to initiate, manage, and terminate voice and video communication sessions over IP networks. It defines how phones and other devices establish, maintain, and end…
Contact Center Technologies

Call tracking for business: detailed guide

By Dmytro Serbeniuk
February 29, 2024
Despite the availability of a large number of communication channels, 61% of Ukrainians choose a phone call to order a product or service. When assistance with a product or information about a service is needed, 58% of customers turn to the technical support service by…
Contact Center Technologies

What is a VoIP phone number for business?

By Dmytro Serbeniuk
February 27, 2024
In the era of business globalization and the trend of remote work, IP telephony has become the primary means of communication. Customer service sectors and call center outsourcing have long been using VoIP telephony. With a VoIP number, clients can communicate with companies…
Contact Center Technologies

Healthcare & medical call center outsourcing

By Dmytro Serbeniuk
February 19, 2024
Patients select medical facilities based not only on doctors’ professionalism and services offered but also on the quality of service. Hence, many healthcare providers are establishing in-house contact centers or outsourcing to manage customer service. For larger…
Contact Center Technologies

What is telemarketing, and is it relevant in 2024?

By Dmytro Serbeniuk
February 13, 2024
If you ask the average person what telemarketing is, you’ll probably get a somewhat annoyed response with a hint of negativity. Something about TV commercials or annoying offers of all sorts of junk over the phone. Some might mention the movie “The Wolf of Wall…
Contact Center Technologies

Call recording as a quality control tool in the call center

By Dmytro Serbeniuk
January 31, 2024
Working with phone call recordings in a call center is crucial for supporting the productivity and efficiency of the call center, as well as ensuring the quality of customer service. Whether it’s an in-house call center, an outsourcing call center service, handling…
Contact Center Technologies

Call center dashboard: what is it?

By Dmytro Serbeniuk
January 29, 2024
A modern call center is a communication hub that continuously processes a significant amount of data. The ability to “see” and interpret this data largely determines the success of the company. Digital information allows refining processes, initiating…
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