Passionate about creating smarter people experiences every day

Andrea Zarah “Andeng” Alcantatra, a Team Leader in our Ayala 30th site shared her experience as part of the skeletal workforce during the Enhanced Community Quarantine in Manila that lasted from March to April.

Analysts and management consultants are calling the post-crisis period after the Covid-19 coronavirus pandemic a ‘New Normal.’ It’s when companies will start making an attempt to return to normal, but with a change in consumer behavior, everyone needs to plan for a new definition of how normal looks. Learn more about Oliver Cook's, CCO Europe, view on the implications for customer care.

When improving agent experience, there are two phases to consider: the onboarding process and the ongoing care and experience of the agent. During each of these phases you can use specific levers to improve the agent experience.

Agent experience is one of the most critical subjects for any company offering customer experience (CX) expertise - such as Transcom. What are the key challenges to creating a great agent experience? Here are a few of the key ones.

How will COVID-19 change contact center and CX strategy, and will tere be an acceleration in the use of technologies such as AI, chatbots, and smart speakers? Read to find out.

Today's crisis on the recent pandemic has pushed contact centers to adapt to the new normal - work at home. So, is it true that contact centers are already a thing of the past? Read to find out.

The path to de-risking contact center operations is focused on redefining right-shoring. The new era for customer experience offers a mix of services that encapsulates onshore and offshore contact centers alongside Robotic Process Automation (RPA) and work at home agents (WAHA).

How do you create a business continuity plan? Check out these 6 critical stages you need to consider to help you come up with a strategic BCP.

Both food and grocery delivery have matured a lot in the past five years, but the COVID-19 coronavirus pandemic has caused volumes to spike and is likely to create a permanent behavioral change in customers.

The new normal presents new challenges!
In the ongoing Covid-19 pandemic, organisations are fighting to stay available for their consumers, forcing them to think outside the box, and to think fast. Organisations now have an increased demand to move consumer conversational relationships to chat, messaging, social applications channels and AI technologies such as virtual agents and automation. This presents several benefits for the customer with multiple communication channels and, in many cases, 24/7 availability.

Why are chatbots becoming a trendy solution in customer support? At the heart of artificial intelligence, brands that want to reduce friction in customer experience but still offer the ability to use the same channels that customers use in their daily communication rely on chatbots.

Know Your Customer (KYC) is a component of the anti-money-laundering (AML) regulations used by banks and other financial service companies to prevent money laundering by criminals. The concept is simple. If you know the identify and business of your client then you can identify unusual transactions that may require further verification.

In my last article I introduced how Know Your Customer (KYC) policies are one part of how financial service companies are fighting money laundering and related crime. These anti-money laundering (AML) initiatives are usually defined by the compliance department or a financial crime advisory team.

Each year, Career Companies selects 100 employers who, for students and young professionals, are most attractive to pursue a career in Sweden. About 1,000 companies, government agencies, authorities and municipalities are in the sample. When the Career Companies are now presented, Transcom is one of the selected companies in 2020.

Transcom has been officially recognized by the Top Employers Institute as Top Employer 2020 in Spain, achieving the certification as a reference employer for the third consecutive year.

Customer service is very important for e-commerce, especially if there is no physical store for customers to turn to. Thanks to our bell-clean solutions, we are ready to take over the baton and help you succeed in the starting field.

One thing that makes us stand out from the crowd is that we never miss a follow-up. In this way, we ensure that customer service always maintains quality and efficiency at a high and steady level.

Outsourcing to Transcom is taking the help of someone with several years of experience in customer service, who has had many years to learn from the industry and continues to develop.