Passionate about creating smarter people experiences every day

How do businesses cope up with the new normal? Retail, e-commerce, and direct-to-consumer (D2C) is not just going to revert back to 2019. Some consumer behaviours adopted during the pandemic will remain in place because the customers just prefer the new normal.

Isabella Mongalo recently wrote a detailed whitepaper for Transcom titled: Why Great Customer Experience Is Disrupting E-Commerce Competition. This paper was a deep dive into how the post-pandemic e-commerce environment is dramatically evolving with a more acute focus on the customer experience (CX).

At the 2021 Platinum Contact Center Awards, Transcom was awarded in the category "Best Customer Experience in Banking" for its services provided to BBVA, and in the category "Best Customer Experience in Insurance” for services performed for Zurich.

E-commerce has grown rapidly during the Covid-19 pandemic and is now at an all-time high. But how will retail brands decide how to best use their stores to support an omnichannel customer strategy?

With the goal of providing more Filipino women with access to job opportunities and technology, Transcom Worldwide Philippines, Inc. donated 20 desktop computers to Connected Women on May 12, 2021.

The Philippines is known to have the longest Christmas celebration in the world. As early as September, Christmas songs can already be heard playing while families already put up trees and decorations to usher in the spirit of the season. More importantly, gift-giving among families and friends truly spells Christmas in the Philippines as the season of love, care, and of hope.

CJ Aparicio is a supervisor in our Iloilo site. She was part of the site’s skeletal workforce during the Enhanced Community Quarantine (ECQ) in March and eventually transitioned to working at home when the company started transitioning to alternative work arrangements as a business intervention to the ongoing pandemic.

Hazel Joy Magbanua is a Customer Service Representative from Transcom Pasig. She has been with Transcom for four years and was recently promoted to CSR - Real-Time Analyst.

Transcom Spain achieves three Platinum Contact Center Awards

Andrea Zarah “Andeng” Alcantatra, a Team Leader in our Ayala 30th site shared her experience as part of the skeletal workforce during the Enhanced Community Quarantine in Manila that lasted from March to April.

Analysts and management consultants are calling the post-crisis period after the Covid-19 coronavirus pandemic a ‘New Normal.’ It’s when companies will start making an attempt to return to normal, but with a change in consumer behavior, everyone needs to plan for a new definition of how normal looks. Learn more about Oliver Cook's, CCO Europe, view on the implications for customer care.

When improving agent experience, there are two phases to consider: the onboarding process and the ongoing care and experience of the agent. During each of these phases you can use specific levers to improve the agent experience.

Agent experience is one of the most critical subjects for any company offering customer experience (CX) expertise - such as Transcom. What are the key challenges to creating a great agent experience? Here are a few of the key ones.

How will COVID-19 change contact center and CX strategy, and will tere be an acceleration in the use of technologies such as AI, chatbots, and smart speakers? Read to find out.

Today's crisis on the recent pandemic has pushed contact centers to adapt to the new normal - work at home. So, is it true that contact centers are already a thing of the past? Read to find out.

The path to de-risking contact center operations is focused on redefining right-shoring. The new era for customer experience offers a mix of services that encapsulates onshore and offshore contact centers alongside Robotic Process Automation (RPA) and work at home agents (WAHA).

How do you create a business continuity plan? Check out these 6 critical stages you need to consider to help you come up with a strategic BCP.

Both food and grocery delivery have matured a lot in the past five years, but the COVID-19 coronavirus pandemic has caused volumes to spike and is likely to create a permanent behavioral change in customers.