Innovation

Digital transformation is heading the corporate agenda. Hardware and computers are becoming faster and less expensive while software becomes significantly more sophisticated. These factors are creating exciting opportunities to introduce a digital workforce. Robotic Process Automation, RPA, is a system to automate repetitive tasks by mimicking human behavior with increased quality. RPA is deployed on top of current IT systems and uses the same user interface as humans do, making RPA non-intrusive and thus there is typically no need for integration to other systems.

As a specialist in customer experience, Transcom is constantly looking for new ways to help our clients improve customer satisfaction and increase loyalty. One of the key elements in doing so is to reduce the effort for a customer seeking support. Transcom has now made it even easier for our clients to complement their customer service team with virtual agents by developing tailored solutions. We do this by providing process advice, project management, implementation, operations handling and maintenance, partnering with some of the most distinguished technology providers in the space.

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.

“Customer experience has never been hotter”. These were the words written in a trend analysis published at the end of 2016 by Forbes Magazine. They are not exactly alone in highlighting the significance and value of customer experience: if you do a quick Google search, you get more than 34 million widely varying hits for the term.

Flexibility, scalability and technology at our clients’ service

Not so long ago, one of our clients, a leading manufacturer of household appliances, asked us to submit a proposal to manage a peak in customer care traffic for several weeks in 11 European countries. The client in question had to recall and replace a defective product of which about 10,000 had been sold throughout Europe.

The Internet of Things (IoT) has been a hot topic for some time now and we are increasingly surrounded by smart devices and objects that can communicate with each other and with the user. Some examples? Training shoes that connect to smartwatches and smartphones, providing detailed information about the wearer’s sporting performance. The watch that activates your wake-up alarm earlier than usual if there’s heavy traffic on the way to work. Interconnected cars that slow down automatically if there’s an accident ahead.

Transcom is a multinational company with a major global presence and offices in 21 countries on five continents. We offer customer care, sales and technical assistance services in 33 languages.  In Europe, we have several specialist multilingual hubs, including in Budapest, Gdansk, Olsztyn, Belgrade and Riga. Each and every day, our highly qualified customer experience professionals make every effort to create the best possible contact experience for users of every nationality.

The rapid digital transformation affects all industries. With more products and more complex services, the demands are increasing for a flexible customer service that can serve all channels on the customer's terms. At the same time, the customer experience itself has become an increasingly important way for companies to differentiate from the competition.