Passionate about creating smarter people experiences every day

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...

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

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-...

Juan Brun Feb 1st, 2019 People

Transcom obtains the Top Employer Spain 2019 certification

For the second consecutive year, Transcom has achieved the Top Employer Spain certification for its exceptional employee offerings, and is officially recognized as a reference employer. ...

Helene Ruda Jan 22nd, 2019 People

Transcom named to the 2019 list of Top Companies with Remote Jobs by FlexJobs

Transcom Work From Home Jobs For the first time, Transcom is listed on the annual FlexJobs list of top companies with remote jobs, with spot 16 out of 100 listed companies. The list is b...

Philip Sköld Oct 31st, 2018 Business & Performance

Congratulations PayPal France - Customer Service of the Year

Transcom extends a warm congratulation to PayPal France, awarded Customer Service of the Year in the Payment Solutions category by Viséo Customer Insights.

Helene Ruda Oct 25th, 2018 Business & Performance

Transcom Poland awarded Call Center Ambassador by CC News

Last week, Transcom WorldWide Poland received the award “Call Center Ambassador” from the industry medium CC News during the Customer Congress Conference in Warsaw.