What are Toll-Free numbers, and why are they so popular among companies providing contact center outsourcing services? This article explores the advantages of Toll-Free numbers and how they can effectively improve customer service. Read on to discover how free calls can be…
Outsourcing a Contact Center for Airlines and Transport Companies
November 25, 2024
Every day, millions of people around the globe embark on journeys or, at the very least, plan them. All of them entrust their safety and comfort to airlines, bus operators, and railway companies. In a world where each flight or transport service can serve as a point of…
One of the services that the Global Bilgi contact center can provide to its clients is email support outsourcing. Some may ask, “Is anyone still using email?” You might be surprised, but email remains an effective business communication tool. Let’s explore…
How to Improve Contact Center Services Through Empathetic Communication?
November 20, 2024
Today, it’s safe to say that customer experience is more critical than the product itself or its price. That’s why contact centers are on the frontlines of the battle for consumer loyalty. But what truly makes a service memorable and drives customers to return? Quick…
Modern business is a race for customers. Every inquiry, every call is an opportunity to win loyalty or lose it forever. That’s why a contact center has become one of the most critical tools for customer interaction. But how should it be set up? Should you create your own…
Customer Experience and Customer Lifetime Value are closely interconnected marketing concepts. Both emerged around the same time and today play a crucial role in building strong, long-term relationships between businesses and their customers.
In this article, we’ll explore…
What is After-Call Work (ACW) or call wrap-up in contact centers?
November 14, 2024
After-Call Work (ACW) is a key metric for contact center operations, directly influencing efficiency and productivity. This article provides a full and detailed guide on the work an agent performs after ending a call.
Defining After-Call Work (ACW)
After Call Work (ACW) is…
Interactive Voice Response (IVR) systems have long been a key component of call centers, contact centers, and customer service operations. But as new technologies emerge, the world is changing, and so are customer expectations. Today, let’s dive into IVR systems: what…
The term “Blended Agent” reflects current trends in the development of contact centers, where hyper-personalization of customer interactions and effective resource utilization are becoming increasingly important. Although there is no direct equivalent in…
You might wonder, “Are cold calls still relevant?” Surprisingly, yes. Amidst the overwhelming volume of digital ads, social media promotions, and spam-filled e-mail inboxes, cold calls have become even more effective than before.
To clarify: while the effectiveness of…
