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Customer Experience

62 posts

In today’s business environment, ensuring the best Customer Experience (CX) means creating a high-value competitive advantage. At Global Bilgi, we focus on providing conditions for the growth of our Partners’ businesses through quality customer service, telemarketing, and cross-selling via the contact center.

Discover opportunities for the growth of your company on the pages of the Global Bilgi company blog and implement best practices for user support services, contact centers, telemarketing groups, and cross-selling. Make quality customer experience the hallmark of your company!

Customer Experience

The Most Important KPIs of an Inbound Contact Center

By Dmytro Serbeniuk
February 21, 2025
What Are Key Performance Indicators? For inbound contact center services, KPIs reflect customer service quality, agent efficiency, and overall business success. These indicators help us understand how well we are performing, identify weaknesses, and find ways to improve. The…
Customer Experience

What is Occupancy Rate and How to Calculate it for a Contact Center Agents?

By Dmytro Serbeniuk
February 19, 2025
Imagine two scenarios: Between calls, contact center agents frequently take breaks or get distracted by personal matters. Throughout their shift, agents don’t even have time to take a lunch break. Both cases relate to occupancy—one of the most critical metrics in an…
Customer Experience

How to Choose an Outsourced Contact Center: Avoiding Common Mistakes

By Dmytro Serbeniuk
February 7, 2025
Choosing an outsourced contact center is not just a formality but a strategic decision that directly impacts your business’s reputation and financial performance. However, company owners, especially those managing large businesses, sometimes make mistakes that either…
Customer Experience

How to Maximize the Benefits of Customer Feedback in a Call Center?

By Dmytro Serbeniuk
January 31, 2025
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…
Customer Experience

How to Reduce Call Volume and Improve Customer Experience

By Dmytro Serbeniuk
January 27, 2025
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…
Customer Experience

How Outsourcing Your Contact Center to Global Bilgi Can Improve Your HoReCa Business

By Dmytro Serbeniuk
January 21, 2025
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…
Customer Experience

Average Speed of Answer (ASA) and Service Level (SL): The Connection Between Key KPIs of an Inbound Call Center

By Dmytro Serbeniuk
January 10, 2025
“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…
Customer Experience

Call Center Outsourcing for a Taxi Services

By Dmytro Serbeniuk
December 9, 2024
In today’s world, taxi is an essential part of life for nearly every resident of metropolitan areas. Accessibility, speed, and safety are the key demands of consumers for providers of passenger transportation services, including taxis and ride-hailing services. With the…
Customer Experience

Top 5 Reasons For Contact Center Outsourcing Services in Ukraine

By Dmytro Serbeniuk
December 5, 2024
In recent years, the landscape of business process outsourcing has undergone significant transformations. Globalization, technological advancements, and evolving business models have contributed to the rising popularity of delegating specific business functions to external…
Customer Experience

Outsourcing a Contact Center for Delivery and Logistics

By Dmytro Serbeniuk
December 4, 2024
Since 2019, the demand for food delivery, household goods, and other products has skyrocketed due to mobility restrictions and the closure of many brick-and-mortar stores. According to the research firm Research and Markets, the global food delivery market is projected to…
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