Passionate about creating smarter people experiences every day

Richard Holden Sep 8th, 2021 Business & Performance

Redesigning Retail To Reflect Post-Pandemic Consumer Behaviour

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.

Ma. Corazon Santos Sep 7th, 2021 Business & Performance

Why Great Customer Experience Is Disrupting E-Commerce Competition

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).

Helene Ruda Jul 2nd, 2021 Business & Performance

Transcom wins two Platinum Contact Center Awards in Spain

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.

Jonas Berggren May 26th, 2021 Perspectives

Reimagining retail for the post-pandemic business environment?

E-commerce has grown rapidly during the Covid-19 pandemic and is now at an all-time high. But how will retail brands decide how to best use their stores to support an omnichannel customer strategy?

Philip Anthony Enopia May 18th, 2021 People

Transcom PH donates desktop computers to ‘Connected Women,’ an NGO empowering women in the workforce

With the goal of providing more Filipino women with access to job opportunities and technology, Transcom Worldwide Philippines, Inc. donated 20 desktop computers to Connected Women on May 12, 2021.

Philip Anthony Enopia Jan 14th, 2021 People

Transcom Tayo Stories - Christmas Tree of Hope

The Philippines is known to have the longest Christmas celebration in the world. As early as September, Christmas songs can already be heard playing while families already put up trees and decorations to usher in the spirit of the season. More importantly, gift-giving among families and friends truly spells Christmas in the Philippines as the season of love, care, and of hope.

Philip Anthony Enopia Oct 23rd, 2020 People

Transcom Tayo Stories in the Time of Pandemic - CJ

CJ Aparicio is a supervisor in our Iloilo site. She was part of the site’s skeletal workforce during the Enhanced Community Quarantine (ECQ) in March and eventually transitioned to working at home when the company started transitioning to alternative work arrangements as a business intervention to the ongoing pandemic.

Philip Anthony Enopia Oct 9th, 2020 People

Transcom Tayo Stories in the Time of Pandemic - Hazel

Hazel Joy Magbanua is a Customer Service Representative from Transcom Pasig. She has been with Transcom for four years and was recently promoted to CSR - Real-Time Analyst.

Philip Anthony Enopia Sep 11th, 2020 People

Transcom Tayo Stories in the Time of Pandemic - Andrea

Andrea Zarah “Andeng” Alcantatra, a Team Leader in our Ayala 30th site shared her experience as part of the skeletal workforce during the Enhanced Community Quarantine in Manila that lasted from March to April.

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.

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...

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...

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...