Transcom Italy

Celebrating the rebirth of the territories hit by the earthquake together with the next generation. This was the theme for the Transcom event for Montereale, held on Tuesday, April 17 at the Falcone & Borsellino institute in Montereale (AQ).

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.

A 6.0 magnitude earthquake hit Italy early morning Wednesday August 24. Rescuers are searching through the rubble hoping to find someone still alive and relief groups are mobilizing. I want to reassure everybody that no one of our Transcom sites has been damaged and no injuries has been reported for our Transcom employees. Significant damages have been reported in cities close to Rieti (Rome area): the towns of Amatrice, Accumoli and Arquata del Tronto village in central Italy are the worst affected areas.

Customer Experience is a pervasive question that extends into the world of Contact Centers. Today it is vital for services offered to satisfy the needs of increasingly attentive, demanding and ‘social’ users.

Contact Centers must therefore be seen in a broader perspective than the one used in traditional approaches. This requires companies to make an organizational effort to deepen the partnership between Client and Contact Center, as they both are dependent on technology in order to implement their shared strategy.

The Italian National Institute of Statistics is a public research organization that produces and communicates high-quality statistical information, analytical studies and forecasts for the community. It has a mission to develop in-depth knowledge of Italy’s environmental, economic and social dimensions at various levels of geographical detail and to assist all members of society (citizens, administrators, etc.) in their decision-making processes. The Institute is a member of the European Statistical System and works with other organizations within the international statistical system.

In an ever more competitive market, adopting advanced relationship strategies with customers represents a differentiating factor and an effective way to create a sustainable, long-term competitive edge. In this scenario, retaining customers is increasingly difficult because they are bombarded daily by often very effective marketing communications. That is why we need to turn to the latest new business models, which are increasingly directed at enhancing the customer experience.

In recent years, continuous transformation, evolving technology and huge social media growth have exponentially increased customers' influence over your brand and radically modified the way that companies do business. Recently, “Customer Experience” has been defined as “how your customers perceive their interactions with your company as a whole” (cit. Manning and Bodyne). This means that the customer experience is determined by each of the touch-points through which the customer interacts with the company.

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.