Human Resources

Telemarketing is more than just making phone calls. It’s a true art of persuasion that requires not only natural talent but also constant self-improvement. A successful contact center agent working in phone sales must be a master of argumentation, an attentive…

In a world where competition grows fiercer every day, companies are searching for new ways to attract and retain their employees. Gamification is precisely the tool that can transform an agent’s routine tasks into an exciting adventure. In this article, we will explore…

A recent study by Mercer, a consulting company, regarding employee turnover in the U.S. and Canada revealed that call centers and contact centers face an annual turnover rate of nearly 40%, compared to an average of 13.5% across industries. Why are these industry numbers so…

Much has already been written regarding the automation of call centers. In example, you can read a popular piece on our site called “Will AI Replace Contact Center Agents?” However, today we’d want to look at the situation from a somewhat different…

Planning and efficient management of employees’ working hours play a crucial role in the operation of a call center. To ensure a continuous process of quality service, it is essential to have appropriate tools that structure the work of agents and ensure that there is…

In a dynamic and customer-centric call center environment, the workforce management (WFM) system is a critical factor in ensuring operational efficiency. We offer you a detailed analysis of what workforce management (WFM) is, its fundamental role in call center workforce…

The full-scale war that began on February 24, 2022, in Ukraine, has definitely affected all aspects of our lives, including those related to work. As of the beginning of June, thanks to our Armed Forces and all defenders of Ukraine, most areas of business in relatively…

We all know very well that it is necessary to monitor our health, especially now – during the COVID-19 pandemic! It is very important to maintain clarity of thinking, optimism and take care of your own physical and psychological health. That is why in 2021, we…

As businesses continue to grow and evolve, the need for qualified personnel becomes more critical. However, the labor market is changing, making it increasingly challenging for companies to find and hire the right talent. To address this challenge, many companies are turning…

In 2020, with the onset of the COVID-19 pandemic, the concept of “remote work” has entered our lives closely. Some companies, like all employees of the outsourcing contact center and IT developers of Global Bilgi, have completely switched to this format of work.