2021/03の記事まとめ



The Cutting Edge of Contact Centers - Chapter 4 -

In recent years, we have heard more and more words like digital transformation and the 4th industrial revolution. Digital transformation is the concept that "Spread of IT changes people's lives in all aspects for the better" proposed in 2004 by Professor Erik Stolterman of Umea University in Sweden.

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The Cutting Edge of Contact Centers - Chapter 3 -

In recent years, in order to make up for workforce in the age of "super" labor shortage at contact centers, the tool infrastructure improvement is accelerated to set interactive AI system with text and speech interfaces, and the contact centers utilizing chat support are rapidly increasing.

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The Cutting Edge of Contact Centers - Chapter 2 -

In 2018, transcosmos released "transpeech," a speech recognition solution for call centers. The service name "Trans (exceed) + Speech (speech recognition system)" comes from the concept of creating essential value in contact centers across systems.

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【EC業界ニュース】ゾゾ、2021年度取扱高が過去最高額に!コスメ市場本格参入に向けたサービスも発表 Weekly Topics! 01/27-02/02

トランスコスモスが厳選するEC業界ニュース。今週の注目トピックはこちら。 ・ゾゾ、2021年度取扱高が過去最高額に ・アリババ、好調な業績を発表!政府の規制強化で先行き不安視の声も ・アマゾン、売上利益ともに過去最高額を記録

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従来のカスタマーサービスでは顧客が逃げる!? 今、消費者が求めるのはFAQの自己解決型CX

91%のユーザーが望む本当の「顧客満足度」を実現する革新的マネジメントサービスとは?トランスコスモスが新たに提供する『SEO対策FAQマネジメントサービス』はカスタマーサポート業務の効率化と顧客満足度を高める「FAQ戦略」を、同時に低コストで実現するサービスです。

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The Cutting Edge of Contact Centers - Chapter 1 -

In recent years, consumers are increasingly utilizing technologies such as mobile phones and social networking sites and are communicating by combining various digital and real channels. This trend is the same not only for consumers but also for consumer-business communications, such as purchasing and inquiring products. transcosmos' AI Research Institute "Communication Science Lab" conducts its own "Consumer-Company Communication Survey" every year. Please look at Figure 1. From 2016 to 2019, the use of messenger applications and chats are expanding, and it can be seen that they are beginning to become a new way of communication.

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「海外ECハンドブック2020」発売のお知らせ

海外ECハンドブック2020では世界の主要な国・地域30市場について、定量および定性データをまとめています。今回は発売を記念して、「数字で振り返る2019年のグローバルB2C EC市場」と題し、新型コロナがEC市場に与えた影響についてご紹介します。

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