Passionate about creating smarter people experiences every day

It’s always tough to prove ROI conclusively when the board asks for a plan, but CX and digital transformation need to be at the top of the board agenda. The real question to ask is whether your brand will still be around a decade from now if you do not invest in improving CX.

How do businesses cope up with the new normal? Retail, e-commerce, and direct-to-consumer (D2C) is not just going to revert back to 2019. Some consumer behaviours adopted during the pandemic will remain in place because the customers just prefer the new normal.

Isabella Mongalo recently wrote a detailed whitepaper for Transcom titled: Why Great Customer Experience Is Disrupting E-Commerce Competition. This paper was a deep dive into how the post-pandemic e-commerce environment is dramatically evolving with a more acute focus on the customer experience (CX).

How you can present a customer service model to your board with a focus on the Return On Investment (ROI).

Learn the five key areas that you should explore before designing a customer service solution and how you can help your board executives evaluate what is needed to create a fantastic customer experience without the cost of providing customer service being a drain on the business.

At the 2021 Platinum Contact Center Awards, Transcom was awarded in the category "Best Customer Experience in Banking" for its services provided to BBVA, and in the category "Best Customer Experience in Insurance” for services performed for Zurich.

One of the ways that Transcom applies system thinking is by maintaining our COPC certification. We strictly follow the COPC guidelines to ensure that all of our contact center teams, including those that work permanently from home, are following an agreed set of principles to ensure high quality customer interactions.

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.