My Transcom Experience

Posts published February

Author: Philip Sköld

Tags: , ,

Transcom’s Virtual Agent solutions

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.

Rapid advances in artificial intelligence (AI) offer an exciting opportunity to take customer service and experience to the next level. Virtual agents are already working side-by-side with human agents, introducing new capabilities, increased flexibility, and more efficient contact handling. And these solutions will improve further with the growing maturity of machine learning and natural language processing.

Deployment of virtual agents in contact centers brings major benefits. Virtual Customer Assistant (VCA), today typically implemented as chat bots, provides autonomous support to your customers in selected channels across selected topics. The VCA’s will most likely migrate into voice channels, as well as reactively or proactively providing customers with relevant information using machine learning and predictive analytics, as the technology matures. Giving fast and easy access to the correct information will facilitate for customers seeking for answers on your website – which is often the customer’s first choice in seeking advice or help.

Virtual Agent Assistant (VAA) can help human agents extract the most relevant information from the knowledge base and proposes answers leading to an optimal outcome, allowing them to focus on quality in high value interactions and eliminate human errors in more transactional requests.

Giving the customer an effortless experience by clever deployment of virtual agents can have a huge effect on loyalty. Positive effects range from more flexible opening hours and lower response times, to more customized responses based on better leveraging of customer data and contextual information. However, companies deploying virtual agents typically experience several challenges. Lack of clarity and direction in the digital transformation agenda, uncertainty as to where and how to deploy, and concerns about the impact on brand reputation can potentially delay implementation and limit the benefits. To help overcome these challenges, Transcom provides solution tailored to the customer service environment and your specific needs. You can read more about our offering here, or contact us directly on virtualagents@transcom.com

Author: Juan Brun

Tags:

Transcom Spain certified as Top Employer Spain 2018

Transcom Spain is proud to announce that it has been officially certified by the Top Employers Institute for its exceptional employee offerings.

The annual international research undertaken by the Top Employers Institute recognizes leading employers around the world: those that provide excellent employee conditions, nurture and develop talent throughout all levels of the organisation, and which strive to continuously optimize employment practices. Transcom has been awarded the exclusive Top Employers España 2018 certification.

Top_Employer_Spain_English_2018

Crucial to the Top Employers process is that participating companies must complete a stringent research process and meet the required high standard in order to achieve the certification. To further reinforce the validity of the process, all answers were independently audited, meaning this research has verified Transcom’s outstanding employee conditions and earned them a coveted spot among a choice group of certified Top Employers.

The Top Employers Institute assessed Transcom’s employee offerings on the following criteria:

  • Talent Strategy
  • Workforce Planning
  • On-boarding
  • Learning & Development
  • Performance Management
  • Leadership Development
  • Career & Succession Management
  • Compensation & Benefits
  • Culture

“The optimal conditions for employees ensure that they can be developed both personally and professionally. Our exhaustive analysis concludes that Transcom Spain offers an excellent work environment, and a wide variety of creative initiatives, from secondary benefits and working conditions to well-implemented performance management programs perfectly aligned with the company’s culture”, says Salvador Ibáñez, Country Manager of Top Employers Institute in Spain.

“We are proud to have received this certification that shows our capabilities to make our company an excellent place to work, promoting the development of our most valuable resources: our employees”, says Juan Brun, General Manager Transcom Spain & Portugal Cluster.