Perspectives

Jonas Berggren May 26th, 2021 Perspectives

Reimagining retail for the post-pandemic business environment?

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?

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Oliver Cook Jun 8th, 2020 Perspectives

Where does the customer stand in the new normal?

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.

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Oliver Cook May 8th, 2020 Perspectives

How will COVID-19 change contact center strategy?

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.

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Oliver Cook May 6th, 2020 Perspectives

Are large contact centers a thing of the past?

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.

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Peter Tetlow May 5th, 2020 Perspectives

De-risking operations: Building a flexible operating model for the future

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).

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Peter Tetlow May 1st, 2020 Perspectives

De-risking operations in contact centers start with a BCP review

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.

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Oliver Cook Apr 27th, 2020 Perspectives

Food and grocery deliveries are here to stay, but CX must improve

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.

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Helene Ruda Sep 27th, 2018 Perspectives

Welcome to the new Transcom!

Creating Smarter People Experiences Today doesn’t mark a new era in Transcom’s history. What is new is that we now have a brand identity that truly and properly reflects us as a company....

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Stefan Pettersson Jan 25th, 2017 Perspectives

Market in change

The global customer care outsourcing market is forecast to grow more than four percent annually up to 2020. Although digital services are becoming increasingly important for the customer ...

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Emanuele Vitale Nov 23rd, 2016 Perspectives

The Internet of Things changes the dynamics of the Customer Experience

The Internet of Things (IoT) has been a hot topic for some time now and we are increasingly surrounded by smart devices and objects that can communicate with each other and with the user....

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