Some of Transcom’s agents and support staff utilize Smart Team Communicator as their real-time internal team communication tool. Smart Team Communicator is a robust tool for effective te...
Providing customer assistance is always a delicate task, one that requires tact, empathy and skill in order to offer the right solution and strike up a rapport where necessary. The travel...
We look back at an eventful year for Transcom - and an even more exciting year to come. We hope that you will get to spend time with your family and loved ones during the holidays, come...
After being several months analyzing how artificial intelligence fits into customer service strategy, these would be my 5 top recommendations.
In any commercial sector, the customer service phase plays a fundamental role in creating an image of a company in the eyes of the client. But that’s not all! The semantic and linguistic ...
Internal communication specialists and HR professionals are given a difficult task – to communicate news to employees in such a way that it is noticed. Internal communication always has t...
One key element of a successful organization is to be able to increasingly achieve operational excellence by standardizing core business processes.
Five years ago, TalkTalk was one of the most complained about telecoms operators in Britain. Today the company has completely turned things by revamping the contact centre operating model...
At Transcom, our approach in Process Analytics and Improvement involve a series of actions that aim to identify, analyze and improve existing business processes within our partners’ organ...
Transcom Netherlands has achieved the prestigious COPC certification for the second year in a row. The COPC standard is an internationally applied control model aimed at handling customer...
Transcom Spain has begun working with a leading supplier of online and offline customized marketing and advertising solutions. The contract covers the following inbound, outbound and back...
Imagine you’re shopping on a global ecommerce website, browsing and adding items to your cart. Whether you are buying an exotic holiday, a fashionable pair of shoes or just a blender, you...
It is a fact that a company is only as good as its ability to retain its employees, and phenomenal visions are irrelevant without phenomenal people, right? It is up to the management and ...
The millennials’ motto of “anytime, anywhere availability” is putting unprecedented demands on companies to deliver instant support around the clock. This means customer service companies...
Early in April, Transcom began managing customer service for famil.care, a new digital platform created to allow family caregivers to protect their loved ones remotely, look after their e...
Innovation means investing resources in continuous service improvement; for Transcom this is both a mission and a basic need in the era of digital transformation. That is why Transcom ha...
Reflections about People, Passion and Performance Today is officially my first day at Transcom and I am proud and happy to be joining the team! I am always curious and since I could not ...
Customer Experience is not Customer Satisfaction. It is a culture whereby an organization fully understands and commits to improving the Customer Journey. At Transcom, we believe that imp...
“Customer experience has never been hotter”. These were the words written in a trend analysis published at the end of 2016 by Forbes Magazine. They are not exactly alone in highlighting ...
Gamification is the application of game logic and mechanisms to other fields, for the purpose of engaging with people and conveying specific messages to them in an efficient and agreeable...