Passionate about creating smarter people experiences every day

If you are building out a post-Covid plan for digital transformation (like everyone is doing right now) then are you exploring your customer behavior to forecast exactly what they want from you in future?

Customer experience has been sharply interrupted by the pandemic and now we need to consider how new expectations will be formed.

Nobody is going to improve both customer and employee satisfaction by sending out an RFP that already describes a solution and budget. Let’s talk and see how we can move the conversation beyond customer service as a contact center solution

It’s clear that outsourcing will remain important in 2021. Companies are seeking greater resilience after the business continuity crisis of the Covid-19 pandemic last year. But there is a clear move away from global outsourcing - few executives are keen to be spending 15-20 hours on an airplane right now. For American companies, the nearshore option is back in focus again. And they are looking closely at Colombia

Any manager making operational decisions needs to reduce guesswork and gambles. A Champion Challenger strategy reduces risk, by allowing ideas to be tested on a smaller group of customers, and provides hard evidence and data that can feed into improved decision-making.

Customer service in 2021 needs to be flexible, agile, and resilient. You need to know that your team will be functional regardless of business continuity challenges. The best way to guarantee this and also to ensure that team members avoid work-at-home fatigue, is to build a blended hybrid model that utilizes the best of both solutions

Nearshoring is making a comeback after a quiet 2020 where the focus was mainly on survival. The vaccine rollout is underway so although the pandemic is not quite in the past, we can see light at the end of the tunnel and this means that you need to start planning now for the customer service strategy you want to build in a post-pandemic world.

Many executives will be looking once again at their customer service strategy in the light of the Covid-19 pandemic and thinking about how to boost business resilience. A robust near shoring strategy could be an important step along that path and Bogotá offers more than almost anywhere else in the region.

Work at home will continue and it will be accepted as a normal delivery model, not something unusual or an emergency response to the pandemic. We are building WAH customer service strategies that are flexible, resilient, and secure.

The new normal is rather different to the Philippines delivery model of the past, but I believe it has been improved. Depending on the account, we have around 50-80% of our agents back in the contact center so teams are now blended and all include a certain percentage of work at home team members now.

Most customers no longer feel that the bank branch experience is something desirable - in fact waiting in line to be served usually has the opposite effect. But in-person interactions in branches has been the focus for how traditional banks created a bond with their customers. Can they replace this experience?

The COVID pandemic has proven to many companies what a select few already knew: most employees are just as, if not more, productive while working from home. However, not every aspect of WFH works for all businesses. Here’s what your business should take into account when evaluating a WFH model.

Negative reviews are a business killer, but positive reviews are very hard to come by. That’s why your Net Promoter Score is so important for attracting new customers and retaining current ones.

CX operations excellence goes beyond processes and into cultural attitudes. Learn how companies are making culture a competitive advantage in CX services.

Learn more inside about how Transcom received COPC Work at Home CX standards certification — and recertification — and its impact on the future of CX.

Find out how embracing the use of outsourced CX call centers is the key to corporate resiliency in the pandemic. Read more here.

Transcom North America today announced that it has been recertified to the COPC Customer Experience (CX) Standard for Outsource Service Providers Release R6.1. The COPC CX Standard is the...

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.