My Transcom Experience

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Author: Sytze Koopmans

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Transcom Centralizes Global Contact Center and Innovates for Omnichannel Service with Avaya

Innovation means investing resources in continuous service improvement; for Transcom this is both a mission and a basic need in the era of digital transformation.

That is why Transcom has introduced Avaya’s customer engagement solutions, equipping the company with the infrastructure needed to deliver advanced omnichannel functions and digital services.

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All Transcom’s 52 contact centers around the world are equipped with Avaya solutions. Our largest operation is in Europe, where Transcom’s data center in the Netherlands serves 40 locations and clients in 16 countries, handling calls in all European languages. This centralization brings greater scale and flexibility across all sites and makes it possible to satisfy our clients’ needs even more quickly. Today, Transcom’s operations are significantly streamlined with a centralized, highly redundant configuration that enables seamless support around the globe.

Read more about Transcom’s new global infrastructure and its intelligent, multichannel customer care solutions in the case study prepared by Avaya.

Author: Philip Sköld

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Customer care in a digitalized world

“Customer experience has never been hotter”. These were the words written in a trend analysis published at the end of 2016 by Forbes Magazine.

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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. There are many companies and organizations that have realized that digitalization has a fundamental impact on customer relationships. It is of course all about the way customers experience the services and products themselves, but also about the way the company behind these services treats its customers – that is, the actual customer service offered.

Meanwhile, driven by the younger generation, today’s customers have much higher expectations of their suppliers than say 10 years ago because of the novel fast mobile services now on offer. One bad experience is enough for a customer to switch service providers with a couple of clicks. And there is also the risk of the customer then communicating on social media, which doesn’t tend to do much to strengthen a brand.

Customer experience is increasingly crucial to all companies today. It’s an important source of differentiation. At the same time, digitalization is gradually changing the playing field in terms of companies’ interaction with their customers. The technical tools now available are creating new opportunities to meet customers’ expectations. But the challenge is to strike the right balance between human interaction and automated services.

In the article “Customer care in a digitalized world” by Johan Wickström, published in our Hello Transcom magazine, you can read more about the latest trends and how Transcom is continuously innovating to address the changes in our industry.