best practices

In any commercial sector, the customer service phase plays a fundamental role in creating an image of a company in the eyes of the client. But that’s not all! The semantic and linguistic analysis of conversations between clients and customer service representatives also allows important information to be gathered and processed, and action taken to improve the quality of the customer experience. We’re talking about Speech Analytics software, programmes capable of analysing the “voice of the Client” in dialogues that take place every day with Contact Center agents.

Internal communication specialists and HR professionals are given a difficult task – to communicate news to employees in such a way that it is noticed. Internal communication always has to compete with letters from managers and colleagues, phone calls, not to mention deadlines and simple routine tasks. That is why we need to come up with innovative ways to reach employees. One of these: sharing news and experiences during lunch time.

In March, Transcom Italy presented its new Research and Innovation Center for Customer Experience to the press and the local authorities. The center is located in L’Aquila and set up jointly as a partnership with L’Aquila University and local contact center company Elleacall.

In recent years e-commerce has reported staggering growth worldwide. In June 2014, Ecommerce Europe published its 2014 report on European e-commerce in the Business to Consumer (B2C) market for goods and services, offering an updated picture of the market size in Europe and the rest of the world.

The prestigious award was awarded on February 12 by a panel of experts appointed by the CMMC Club, an Italian association that brings together companies and professionals working in the customer experience management industry. The award, which can be thought of an Oscar in the contact center sector, is assigned by a panel of experts who choose the winners based on a ranking using specific parameters. This year’s award had a special focus on “innovation” and, naturally, on satisfying the needs of all the players involved, and customers and users of the service in particular.

Every year the Lithuanian HR association invites companies to share their best practices for employee motivation, engagement and loyalty that create additional and add significant value to their business. This annual event is a great opportunity to gain insights in the practices that has proven to be successful in other companies as well as share to our own successes at Transcom Lithuania. But– it is also a friendly competition for companies that have developed successful and innovative ways to improve motivation and engagement

Some people perceive telemarketing as an annoying sales technique. To them it’s nothing but a non-requested call made from a contact center in order to sell a product in an unexpected moment to an unknown customer.  In fact, it is commonly accepted that telemarketers mechanically read a script to offer a particular product. But I want to talk about our outbound business from the Transcom perspective. We follow a non-intrusive, well-structured strategy, and we handle each call with the utmost respect for the consumer.

Today, businesses in all sectors continue to invest more and more in their Customer Service. Products and their characteristics (quality, price and distribution channel) are no longer the focus of attention of boards or directors. What makes the difference is the customer care as perceived by users when they interact with the company and its front line staff. I think that there is nothing more important and business-critical in any company than customer service.