A website visitor typically initiates a live chat when they’re looking for a fast, convenient answer without having to call the contact center. At this moment, every word an agent types instantly shapes the customer’s impression of the service. Without the vocal tone or…
For large enterprises, contact centers are more than just a support channel — they are an integral part of a company’s reputation, service culture, and competitiveness. That’s why contact center scaling is no longer just about hiring more agents during peak periods.
From Contact Center Agent to Team Lead: Expert Tips from Global Bilgi
February 28, 2025
While the role of a contact center agent may seem routine, it is actually an excellent starting point for developing valuable skills that are useful in any industry. Communication, problem-solving, and stress resilience are just a few of them. With a low entry barrier and…
How do you envision the operation of a contact center? Agents sit at computers with headphones and microphones, fielding consumer calls. However, underneath the perceived simplicity lurks a multitude of processes. These include task planning, scheduling agent shifts…
Headcount VS FTE: How Many Agents Does Your Contact Center Need?
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…
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…
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…
There is no denying that these are difficult times. But in times of crisis, like war, pandemics, or recessions, the caliber of customer service becomes even more important. Customers who are happy with your brand throughout these times may end up becoming its most devoted…
The modern world is dictating new communication standards, and video calls are becoming an important part of contact center operations. They enable a more personalized and effective service that significantly increases customer satisfaction and loyalty. In this article, we…
According to leading research companies, customer service specialists are second only to IT professionals in terms of the number of remote workers. This is not surprising, as the development of VoIP telephony and virtual PBX technologies enables omnichannel customer support…
