4+1 Fundamental Steps to The Successful Customer Journey Mapping
transcosmos
by Kitti Ali
4y ago
Intro In our technology-driven world, where the market is highly competitive in segments and customers’ expectations are evolving instantly, personalized, and seamless customer experience is more important than ever. According to a survey conducted by Epsilon, 80% of customers are more likely to buy from companies when personalized experience is provided by them. Understanding customer’s needs and optimizing customer experience is a challenging process and requires efficient and successful customer journey mapping. There are, however, fundamental steps that all maps should follow to succeed. I ..read more
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Top Business Challenges Companies Faced in 2020
transcosmos
by Kitti Ali
4y ago
Intro 2020 was certainly not an ordinary year. It had a significant impact on the lives of individuals and the operation of businesses around the globe, created uncertainty, and a variety of obstacles that needed to be addressed and overcome. At the same time, we cannot deny its enlightening nature, which helped and motivated humanity to gain new experience, skills, and companies to digitize their operations and enhance their flexibility. This article provides a brief overview of the top business challenges companies faced in 2020. Communication Companies encountered a number of challenges in ..read more
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5 key benefits of corporate knowledge base systems
transcosmos
by Kitti Ali
4y ago
Intro Zendesk Customer Experience Trends Report 2020 showed that 51% of customers wish to receive an answer to their questions in less than 5 minutes on the phone when they contact companies for support. At Transcosmos we understand the expectations of the customers and utilize the best tools to fulfill their needs. As part of the Transcosmos Knowledge Management System, we create, maintain, and use knowledge base systems to provide our clients with fast, informative, clear, and relevant responses. Through 5 examples we will demonstrate how beneficial the knowledge base systems are for our org ..read more
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3 Reasons Why Transcosmos Has a Business Continuity Plan
transcosmos
by Kitti Ali
4y ago
Intro Did you know that 51% of companies have no business continuity plan to deal with a global pandemic, according to a survey conducted by Mercer in February 2020? A further study revealed that cyber incidents are the biggest threat to companies in 2020. These are some of the reasons why Transcosmos has a Business Continuity Plan in place. With the help of our existing Business Continuity Plan, the transition of our whole Manila operation to the home office base was completed only within 24 hours after the Covid-19 outbreak, and our first agent was able to start working from home within 6 ho ..read more
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Can AI-Powered Automation and Human-Centered Customer Service Co-Exist?
transcosmos
by Adel Zsurzsan
4y ago
Artificial intelligence has come a long way since the early days when it first appeared as a storytelling device in works of fiction. This gave rise to the popularity of thought-capable artificial beings, inspiring innovators to make this unique concept possible. Now, it seems that a synthetic intelligent machine network bent to end the world isn’t far-fetched thanks to the wonders of technology. Having antagonistic cybernetic organisms running amok is a future we’re not too keen on having, so thankfully AI is being used in more constructive ways such as its applications in business. It can be ..read more
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Outsourcing Statistics to Guide Your Business Decisions in 2019
transcosmos
by James Patterson
4y ago
If you’re looking to achieve your bottom line quickly and inexpensively, outsourcing is the way to go; but this method will only work in your favour if you do it correctly. To be more exact, you must be able to find the best talents and utilise the most advanced technologies. Of course, it would also be favourable to get the help you need in the most cost-effective manner. However, in this data-driven era, not doing appropriate research before making a critical business decision is a huge mistake. Gut-feel is still relevant, but data will be the one to back up your choice through logic and fac ..read more
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7 Businesses That Raised the Bar for Customer Service
transcosmos
by Adel Zsurzsan
4y ago
People share almost everything on social media, sometimes, a little too much. Admittedly, it’s the stories about a company’s wins and gaffes on customer service that catch the attention—and rightfully so. After all, everyone is a customer one way or another. You may be judging the company by its hashtags nowadays, but there are legitimate organizations that measure customer satisfaction with proper metrics, such as the US American Customer Satisfaction Index (ACSI), which ranks companies based on customer evaluations of their goods and services. Aside from US-based firms, they also rank i ..read more
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Top 5 Podcasts to Keep Up to Date with IT and Outsourcing Trends
transcosmos
by James Patterson
4y ago
Podcasts are a unique way of listening to information on the go. It gives lecturers a platform to broadcast engaging audio content and make it available to their subscribers 24/7. For many business professionals, this added convenience is what makes podcasts a great way to stay updated with the latest IT and outsourcing trends. Let’s take a look at why podcasts are an essential tool in your business arsenal and a list of five business podcasts you should start listening to right now. Why Should You Listen to Podcasts? As of 2018, there are over 630,000 podcasts available. The numbers are conti ..read more
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4 Outsourcing Trends That Will Impact Businesses in 2019 (Infographic)
transcosmos
by James Patterson
4y ago
The benefits of outsourcing are aplenty – reduced costs, streamlined operations, increased flexibility for your business, and more. With fast-paced innovations in tech, the outsourcing industry is poised to evolve, too. Nowadays, the extent of what you can outsource is constantly increasing as it’s no longer limited to IT functions or customer service. From accounting to healthcare and retail businesses, more and more companies are utilizing outsourcing services now. This makes it important for companies to recognize which trends can help them meet the business goals of their organization and ..read more
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6 Soft Skills to Level Up Your Customer Service in 2019
transcosmos
by Adel Zsurzsan
4y ago
The customer service industry has seen a dramatic shift over the years. With new innovations and trends, companies now leverage advanced tools, such as automation, in delivering the best customer support. A survey shows 89% of businesses compete through the level of customer service experience they provide. Meanwhile, 70% of unsatisfied customers whose problems are resolved are eager to do business with the brand again. This proves that consumers place a higher premium on excellent customer service than competitive pricing. Today’s customer service has evolved from face-to-face and on the phon ..read more
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