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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

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…
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…
Customer Experience

Insurance Company Contact Center: The Advantages of Outsourcing

By Dmytro Serbeniuk
October 17, 2024
Offering competitive service rates and timely, easily reachable customer support are essential for success in the insurance business. Every customer needs to be able to get in touch with their insurance provider around-the-clock in case of emergencies or claims. As a result…
Customer Experience

Outsourcing a Medical Contact Center: Everything You Need to Know

By Dmytro Serbeniuk
October 14, 2024
The global healthcare market is rapidly growing. This is driven by the increasing elderly population, the rise in chronic diseases, and other factors. The healthcare sector, like any other service industry, demands excellent service to improve patient engagement and…
Customer Experience

Retail Contact Center Outsourcing with Global Bilgi

By Dmytro Serbeniuk
October 9, 2024
In 2024, the global retail market continues its transformation under the influence of new technologies, economic uncertainty, and shifting consumer behavior. As global retail chains aim to integrate physical and online stores, the trend toward omnichannel customer support…
Customer Experience

Outsourcing Contact Centers for Banks and Financial Institutions

By Dmytro Serbeniuk
October 8, 2024
More institutions are finding themselves under pressure to deliver quick, dependable, and individualized service as a result of growing public access to financial services and the rise of digitalization. In the struggle for loyalty, the customer experience is increasingly…
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…
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