My Transcom Experience

Author: Gianluca Gemma

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Transcom for Montereale: celebrating new life in L’Aquila territories

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).

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Transcom has had offices in L’Aquila for 18 years, and is deeply linked to the territory, not only by its many employees. The event celebrated the rebirth of the crater territories, and gave concrete aid to the students of the mountain municipality hit by the earthquakes in 2009 and 2016. The Falcone & Borsellino institute was inaugurated on September 11th,and apart from hosting elementary and middle classes, it can also be used as a safe structure by the Civil Protection in case of emergencies.

The initiative is part of Transcom Cares, our global program for social responsibility and solidarity, and thanks to the contribution of colleagues from all over Italy, Transcom could donate 45 boxes of stationery material that the students will use in their daily activities.

For Transcom, the event was a unique opportunity to be in direct contact with the territory. We have always believed in the power of the people from these areas. During the touching ceremony, Transcom employees read passages from the book Il Giglio dell’Aquila, published by Transcom shortly after the earthquake, remembering the past and celebrating the territories new life, thanks to the joint efforts of individuals and institutions.

The event was attended by, among others; Lorena Marzolo, Client Service Manager at Transcom; MP Stefania Pezzopane; Guido Quintino Liris, Vice Mayor of L’Aquila; Massimiliano Giorgi and Carlo Marini, the Mayor and the Deputy Mayor of Montereale; Gianluca Gemma, General Manager Italian Market and Giuseppe Bertini, HR Director Central & South Europe.

foto panoramica Montereale

Author: Philip Sköld

Transcom’s Live Chat solutions

There has never been a more exciting time to be working with customer experience. We are witnessing the rise of a digital world led by millennials; the most educated, affluent, assertive, and IT literate generation in history. An increasing reliance on digital channels, hyper-connectivity and use of mobile devices are all driving the adoption of digital tools within customer support. Companies need to offer their customer an omnichannel experience.

Live chat is one of the areas where we see a rapidly increasing demand – in 2016, with as much as 43% – emphasizing the importance of the channel in a modern customer service. Transcom offers implementation and operation of live chat, leveraging our extensive customer support experience.

There are many benefits with implementing Live Chat in customer service:

  • Customer satisfaction – Customers and our agents generally find it easier to understand and solve customer queries through chat. This is primarily due to elimination of accents and sentiment as well as easy access to the text for further interpretation and follow-up. Improved customer satisfaction is also the result of better fulfillment of customer preferences, such as immediate response, no waiting on the queue, multitasking, etc. We have seen chat operations delivering 18 p.p higher CSAT than the average score in voice delivery. Our multi skilled agents can also provide a seamless omnichannel customer experience.
  • Cost efficiency – Deploying well-trained agents and operational best practice allows for a highly efficient workforce. In our experience, concurrent chat sessions and faster issue resolution contributes to a more efficient customer service. Interacting via live chat also reduces operating cost since there is no need to pay for expensive phone calls. With our significant scale in recruitment, training and support functions, we can offer more cost-efficient operations than having the live chat in-house.
  • Revenue generation – Sales campaigns through live chat typically have higher conversion rates than sales in voice-channels. The opportunity to proactively engage with customers in the early purchasing process has proved beneficial with the ability to share documentation, links and other relevant information in real time to the customer. Adding chat with co-browsing opportunities will further increase sales conversion, lower basket abandon rates and increased average value per order. Companies implementing proactive sales support in chat channels have seen conversion rates up to 20% higher than sales in voice-channels.

Read more about our offering here, or contact us directly on chat@transcom.com.

Author: Cristina Martinez

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Transcom Spain obtains ISO 18295 quality certification for Contact Center services

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AENOR grants this specific certification to one of Transcom’s services. Transcom is the first company in Spain to obtain the certificate according to the new international standard ISO 18295.

From left to right: Alberto Martínez, Commercial Director and Client Service Manager in Transcom; Cristina Martínez, Business Improvement Director and Head of Operational Excellence in Transcom; Rosa Ginesta, Business Manager in Transcom and Mónica Martínez, Operations Manager in Transcom

From left to right: Alberto Martínez, Commercial Director and Client Service Manager in Transcom; Cristina Martínez, Business Improvement Director and Head of Operational Excellence in Transcom; Rosa Ginesta, Business Manager in Transcom and Mónica Martínez, Operations Manager in Transcom

Transcom received the quality certification from AENOR for one of the main services delivered to an important client in the financial sector. Transcom is the first company in Spain to obtain the AENOR certification in accordance with the new international standard ISO 18295.

ISO 18295-1:2017, with the full title “Customer contact centres – Part 1: Requirements for customer contact centres“, is an international quality standard dedicated to the contact center industry, recently developed by the International Organization for Standardization (ISO).

Obtaining the certificate guarantees that the services offered in the contact center meet high quality requirements, aiming to to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

The granting of the certificate took place at the AENOR headquarters in Madrid. Transcom is proud to receive this quality certification in Spain from AENOR. It is a recognition of our efforts to reach the highest quality levels in our services on a daily basis.

Manuel Romero, Director of Sectorial Marketing of AENOR, says: “Our certification for Customer Contact Center Services pursues the quality of management and services provided in order to achieve the satisfaction of the end customer. In this sense, Transcom is a clear example and benchmark in the sector in its commitment to quality, as well as a pioneering entity “.

Author: Eduardo Valdelomar

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Fundaments of Virtual Agents

Transcom recently announced a partnership with Creative Virtual, a company specialized in self-service customer experience management solutions. One of the objectives of this cooperation is to reinforce the Transcom’s offer in virtual agents and chatbots, combining the Creative Virtual’s portfolio, with the wide experience of Transcom in customer experience.

Transcom has already defined solid virtual agent solutions, as Philip Sköld explains in this post, but what’s behind a virtual agent? What technologies make possible for a chatbot to improve the customer experience?

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The foundation of the automated customer experience is Cognitive Computing (CC), a discipline that tries to replicate the human communication by using different Artificial Intelligence (AI) methodologies, like Natural Language Processing (NLP), Machine Learning or Speech Recognition.

Cognitive Computing allows the virtual agent to interact with the customer or the human agent in an easy and comfortable way, but with an objective: to solve a question, provide information, or help with a task. To ensure an efficient service, the virtual agent can use Expert Systems and Big Data.

The conversations registered by the virtual agent can be used to better understand the client’s need. For that purpose, Big Data Analytics, Machine Learning and Speech Analytics can help to extract value of the high volume of collected information.

Going through all these disciplines would be excessive for a single post, so let me focus on Cognitive Computing, which is probably the greatest contribution of the AI to the virtual agent.

Cognitive Computing has been developed since the 50s and 60s, when the foundations were set. The highest evolution started in the 80s, when the computational capacity allowed the evolution from rule-based algorithms (symbolic approach) to machine learning algorithms (statistical approach) [1].

The different perspectives of Natural Language Processing

There are several different perspectives of NLP:

Phonology: this first level is widely used in speech recognition, segmentation, and analysis. This is extremely important for virtual agents.

Morphology: focuses on the word and its composition, and is the basis for syntactic analysis. One interesting application of morphology is the lemmatization: a way of reducing each word to a canonical form. Lemmatization retrieves the infinitive form of the verbs from their original past and gerund forms, which simplifies their utilization in further processes like decision trees.

Lexicography: focuses on the meaning of the words. The NLP systems require a machine-readable dictionary to implement the lexicographical analysis. Stanford CoreNLP has gone one step further and has integrated Wikipedia as a dictionary, marking the terms that can be found in its database.

Syntax: the syntactic analysis deals with the break-down of the speech in different constituents (sentences, phrases, words) and the links between them. There are different algorithms related to syntax analysis:

  • Parts of speech: this type of algorithm tags each word with its function in the sentence, which is important since one single word can have different meanings depending upon the context.
  • Constituency parse: creates a tree representing the grammatical structure of the speech. This is important since sentences can have very different meanings, which would drive different constituency structures. Normally the current algorithms use a probabilistic context-free grammar to determine the most probable structure (and meaning), using machine learning to optimize the probabilities.
  • Dependency parse: if constituency parse was based on the grammatical structure, dependency parse is based on how the words are directly connected each other.

Semantic: the semantic analysis focuses on the meaning, which normally requires previous morphological, lexicographical and syntactical analysis. There are many different types of algorithms depending upon the requirements, like the Named Entity Recognition (NER), which identifies places, persons, organizations, dates, amounts etc. within the sentences. The sentiment algorithms are gaining more importance, since they are able to identify feelings, which can be extremely useful both on-line to address the conversation, and off-line to evaluate the service and improve the expert systems based on the accumulated experience. Sentiment analysis is normally based in machine learning, which even allows detecting sarcasm or irony.

Discourse: this discipline deals with texts including several sentences, focusing on the overall meaning of the speech. Some examples of discourse analysis are anaphora resolution, discourse structure recognition and automatic summarization. Anaphora resolution uses sentences in the text to solve uncertainties in other sentences. CoreNLP is also able to execute some coreference analysis.

Pragmatic: finally, the pragmatic approach involves a scope in the analysis that is not explicitly included in the text under review. The pragmatic algorithms take advantage of wide big data to retrieve the information necessary to create the missing context.

Here, you will find a sample sentence where I’ve applied some algorithms of the Stanford CoreNLP software[2] to help further explain the different NLP perspectives.

Other disciplines are also very important for virtual agents, but this is supposed to be a post, not a book, so I’ll leave it here… for now.


[1] There is some controversial about if this was really an “evolution”. In an interview published in 2012 (which you can read here), Noam Chomsky opined that the preponderance of statistical learning techniques provided some quick results but addressed the AI evolution in a wrong direction. It is, definitely, an interesting point of view.

[2] Stanford CoreNLP is licensed under the GNU General Public License (see license details is https://stanfordnlp.github.io/CoreNLP/#license)

Author: Philip Sköld

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Transcom’s Robotic Process Automation solutions

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. 63% of companies say that RPA is a top priority for their operations strategy to reduce cost and to deliver higher quality services; however, only 11% have real experience of deploying RPA in their organizations.

Transcom has extensive experience of RPA implementation. Our dedicated RPA team has automated more than 150 processes with excellent results. We offer a full range of services to deliver a production-ready solution to our clients, including advisory, project management, and maintenance, operations, and improvement services.

Making use of RPA will be a key lever for efficiency gains for many companies in the years to come, especially in customer service. Human agents can spend more time on value added tasks by automation of manual processes. RPA will also bridge challenges in business system integration, reduce cycle and waiting times and increase accuracy and consistency in process execution without interfering with the IT application landscape.

Read more about our offering here, or contact us directly on rpa@transcom.com.

Author: Helene Ruda

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Frost & Sullivan recognizes Transcom’s leadership in delivering value to clients

Frost & Sullivan awarded Transcom the 2017 European Contact Center Outsourcing Customer Value Leadership Award after an evaluation of best practices across multiple business performance categories against key competitors. Transcom’s ability to navigate a shifting digital landscape is recognized, as well as the ability to support clients on their digital journey and helping them manage the shift towards non-voice solutions for customer care.

Transcom-Award-Logo

“Transcom has gone through considerable changes as of late, and its brand name remains strong in Europe due to the way in which it continues to serve its clients.  The company is offering its clients real value by helping them negotiate these rapidly changing times – the way in which the company has helped steward clients through the chaos of economic and technological change while under such pressure is testament to its leadership”, commented Frost & Sullivan Analyst Stephen Loynd.

Frost & Sullivan’s Best Practices Awards are presented each year to companies that are predicted to encourage growth in their industries, have identified emerging trends before they became the standard in the marketplace, and have created advanced technologies that will catalyze and transform industries in the near future.

“We are extremely proud to be recognized by Frost & Sullivan for what we consider to be the most important award of all. Delivering customer value is our top priority, and this award is a testament of how we have achieved our key objective of aligning customer experience management and innovation. We pride ourselves of being at the forefront of customer care and of investing in the right technology solutions that would enable us to support our clients in their digitalization journey, while maintaining the highest quality standards in our core service offering”, says Michael Weinreich, President & CEO, Transcom.