Passionate about creating smarter people experiences every day

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.

“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!

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.

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.