Passionate about creating smarter people experiences every day

Shelli Ryan Oct 18th, 2020 Perspectives

Philippines BPO Is Set To Soar Even Higher Post-Covid

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.

Shelli Ryan Oct 18th, 2020 Business & Performance

Have Traditional Banks Lost The Human Touch?

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?

Helene Ruda Sep 9th, 2020 Business & Performance

Agent Adaptation in a Work-from-Home World; Developing a Work-From-Home Model that Works for Your Company and Employees

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.

Helene Ruda Aug 27th, 2020 Business & Performance

Top Three Ways to Improve Your Net Promoter Score through Customer Experience Operations

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.

Helene Ruda Aug 13th, 2020

CX Operations and Culture; The Secret Sauce of a Dynamic Brand

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

Helene Ruda Jul 29th, 2020 Business & Performance

COPC Work at Home Agents & The Future of CX

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

Helene Ruda Jul 21st, 2020 Perspectives

CX Call Centers: The Virtual Workforce a Critical Key to Resilience

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

Helene Ruda Jul 20th, 2020 Business & Performance

Transcom North America recertified for COPC Customer Experience Standard for Work-From-Home Technical Support Program

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...

Don Berryman Jul 13th, 2020 Perspectives

Food and Grocery Deliveries are Here to Stay, but CX Must Improve

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.

Tomas Yangbyn Jul 7th, 2020 Business & Performance

Why a Digital Transformation is critical to your business

Efficient Customer Delivery, Effective Employee Interactions

Don Berryman Jun 25th, 2020 Business & Performance

3 reasons to outsource your customer service

“Why would I want to outsource my customer service?” is a question we quite often get asked. Of course, there are many different answers, depending on your company’s unique needs. In this blog post, we’ll take a look at three reasons why you might want to outsource your customer service!

Helene Ruda Feb 18th, 2020 People

Transcom strengthens North American leadership team

Transcom, the international customer experience expert with leading on-, near- and offshore services and an extensive network of work at home agents in the North American market, is now s...

Robyn Tantoy Feb 17th, 2020 Business & Performance

Transcom appointed Career Company 2020

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.

Peter Tetlow Jan 30th, 2020 Business & Performance

E-commerce and our flexible customer service solutions

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.

Peter Tetlow Jan 30th, 2020 Business & Performance

High quality with proper follow-up

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.

Peter Tetlow Jan 30th, 2020 Business & Performance

Outsourcing - the smartest thing you can do

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.

Helene Ruda Jan 16th, 2020 People

Transcom Named A Top 100 Company to Watch for Remote Jobs in 2020

For the second consecutive year, Transcom is proud to have been recognized on FlexJobs’ annual list of the Top 100 Companies to Watch for Remote Jobs in 2020 Once again, Transcom has bee...

Peter Tetlow Jan 15th, 2020 Business & Performance

Sales + Customer Service = $ Qty

It is important to be there for the customer when they need it most. E-commerce's Achilles heel is right there - when the answer to the question does not exist and there is no one to ask. With the help of customer service, even the most confused customer can complete their purchase.

Robyn Tantoy Jan 15th, 2020 Business & Performance

Engage customers and employees with gamification

Gamification is an innovative solution that, with its proven ability, improves the commitment and motivation of your employees or customers, while increasing their knowledge and development.

Roberta Schiappadori Nov 27th, 2019 Business & Performance

PayPal and Transcom awarded for Customer Experience… twice!

PayPal Customer Service has been awarded twice, first for the Italian market by KPMG and then again for the French market by BETC Digital Transcom and PayPal have been working together si...