customer experience

Access to new means of communication has revolutionized the way businesses interact with customers. From the traditional Facebook, Twitter and Tripadvisor, to the more theme-based Pinterest, Foursquare and Gogobot, consumers are increasingly interested in developing a rapid and loyal relationship with brands that they can influence through their needs and behavior. Therefore, more and more companies turn to these channels and invest a larger portion of their communications budget in them.

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.

Transcom continues to develop our professional and high level cooperation with a banking client. In this context, we received an invitation to the "SALES ELITE" event. We were selected for outstanding contributions to the distribution of banking services during the month of June 2014. Our hard work and achievements in the sales area are appreciated by our most important stakeholder - our Client.

At Transcom’s site in Madrid, we wanted to deepen the relationship with our clients and demonstrate our knowledge within customer experience and the value-added services that we can offer. Therefore, we recently launched "Customer Experience Workshops” as an attempt to model and simulate the emotional customer journey for one of our largest clients in the financial sector.

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

Transcom has decided to invest in a new research and development project called “Smart Digital Ecosystem for Customer Experience Enhancement”. For simplicity’s sake we’ve renamed the project “LeonarDo 2.0.14”, combining the year of the initiative’s launch with the 2.0 that symbolizes the Digital age we live in.

One of Transcom's global clients is a major household appliance brand. Since 2006, we have been offering our CRM services to the customers of this multinational company in various languages. In the last few years, we have further expanded our services and new languages have been added to meet our client’s business needs. Today we are delivering customer care services and technical assistance for this company in almost all European markets, and we are still looking at future expansion opportunities.

Inspired by the quote “We have two ears and one mouth so that we can listen twice as much as we speak, Transcom San Fernando decided to organize “Listening workshops” for our agents. The main purpose with our workshops was to create a training process whereby the team could learn - in a positive and dynamic way - about the mistakes that were made, and how to do better next time.

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.