Passionate about creating smarter people experiences every day

Oliver Cook Jun 8th, 2020 Perspectives

Where does the customer stand in the new normal?

Analysts and management consultants are calling the post-crisis period after the Covid-19 coronavirus pandemic a ‘New Normal.’ It’s when companies will start making an attempt to return to normal, but with a change in consumer behavior, everyone needs to plan for a new definition of how normal looks. Learn more about Oliver Cook's, CCO Europe, view on the implications for customer care.

Peter Tetlow May 19th, 2020 People

Agent Experience: Using the right levers to improve AX

When improving agent experience, there are two phases to consider: the onboarding process and the ongoing care and experience of the agent. During each of these phases you can use specific levers to improve the agent experience.

Peter Tetlow May 18th, 2020 People

Agent Experience: Challenges and opportunities

Agent experience is one of the most critical subjects for any company offering customer experience (CX) expertise - such as Transcom. What are the key challenges to creating a great agent experience? Here are a few of the key ones.

Oliver Cook May 8th, 2020 Perspectives

How will COVID-19 change contact center strategy?

How will COVID-19 change contact center and CX strategy, and will tere be an acceleration in the use of technologies such as AI, chatbots, and smart speakers? Read to find out.

Oliver Cook May 6th, 2020 Perspectives

Are large contact centers a thing of the past?

Today's crisis on the recent pandemic has pushed contact centers to adapt to the new normal - work at home. So, is it true that contact centers are already a thing of the past? Read to find out.

Peter Tetlow May 5th, 2020 Perspectives

De-risking operations: Building a flexible operating model for the future

The path to de-risking contact center operations is focused on redefining right-shoring. The new era for customer experience offers a mix of services that encapsulates onshore and offshore contact centers alongside Robotic Process Automation (RPA) and work at home agents (WAHA).

Peter Tetlow May 1st, 2020 Perspectives

De-risking operations in contact centers start with a BCP review

How do you create a business continuity plan? Check out these 6 critical stages you need to consider to help you come up with a strategic BCP.

Oliver Cook Apr 27th, 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.

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...

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...

Roberta Schiappadori Oct 31st, 2019 Business & Performance

Transcom Presents to PayPal’s Senior Leaders at their Global Partner Summit in Manila

Transcom actively participated in the annual PayPal Global Partner Summit, held in Manila, Philippines.

Simon Herruzo Oct 11th, 2019 Business & Performance

Transcom Spain wins the Excellence in Customer Relations Award for the Best Supplier in Commercial Customer Service

In one of the most important galas of the Customer Relations Centers industry, the Gala for the Excellence in Customer Relations Awards, Transcom was awarded Best Supplier in the Commerci...

Stefan Berg Sep 16th, 2019 Innovation

Happy birthday T:Labs!

To meet the demands of a fast moving industry and be at the forefront of innovation to help our clients grow, we are now announcing the birth of T:Labs, an innovation hub that is cross fu...

Silvia Garcia Campo Jul 2nd, 2019 People

Transcom Spain wins the Platinum Contact Center Award 2019 for the Best Employee Experience

Transcom has been recognized with the Platinum Contact Center Award 2019 in the Best Employee Experience category, granted by the Contact Center Magazine.

Helene Ruda Jun 10th, 2019

Transcom awarded Best Cloud Implementation

In the grand finale of the annual Interactions EMEA conference, NICE announced the winners of the CX Excellence Award, five organizations that excelled in the delivery of service and leve...

Helene Ruda May 29th, 2019 Business & Performance

Transcom North America Achieves Certification to the COPC Customer Experience Standard for a Work-From-Home Technical Support Program

COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, today announced that Transcom North America

Eduardo Valdelomar May 23rd, 2019 Innovation

Martha – improving candidate experience globally

Martha is not Transcom’s latest employee but a business process automation platform* with a very specific purpose: to improve our candidates’ experience by making the job application proc...

Eduardo Valdelomar Apr 10th, 2019 Innovation

Intercompany automation

In a big international company like Transcom, there is a huge volume of intercompany transactions. These operations have a relevant impact in the accounting, taxes and legal reports in ea...

Roberta Schiappadori Mar 11th, 2019 Business & Performance

Transcom wins the 2018 Haier Overseas Service Core Partners Award

During the Overseas Service Summit 2019 held in Qingdao (China) on March 6-8, Transcom was awarded as Service Core Partner by Haier, the global leading provider of white goods and better-...

Roberta Schiappadori Feb 8th, 2019 Innovation

Transcom and DataChronic: creating innovative digital services for an even better Customer Experience

Transcom Italy and DataChronic have signed a partnership to improve Customer Experience through the design and development of innovative digital services. One of the first objectives is to improve performances optimizing time consuming tasks with higher quality through the use of intelligent process automation.