Passionate about creating smarter people experiences every day

Everest Group’s Peak Matrix Assessment names Transcom a Star Performer

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.

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

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.

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?