Improved customer experience and reduced cost through speech analytics
Speech analytics is one of the fastest growing tech segments in the contact center market. This is a technology that delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations.
How to transform an inbound support service from a cost into a profit generator
About 18 months ago, one of our clients launched a new inbound service, designed to handle technical support. As in most of the support services we handle for this client, this project included no profitable activity. But Transcom’s extensive experience in developing and launching sales services within a short timeline allowed us, after four months of starting the initial project, to begin working together in analyzing the service cost from our partner’s point of view.