On Tuesday, October 29th, Valencia was hit by a severe weather event known as DANA (Depresión Aislada en Niveles Altos), or an “isolated depression at high levels.” This intense storm brought heavy rains, fierce winds, and record-high temperatures, dumping a year’s worth of rain in just a few hours, causing catastrophic flooding and widespread damage.

The storm destroyed homes, swept away bridges, and left many people trapped. Hundreds of cars were carried through the streets, and in some areas, entire houses were torn apart.

In response, thousands of volunteers and military personnel were deployed to assist with recovery efforts. Emergency services, organizations, and local residents worked together to clear debris and help affected families.

The event has been called one of the worst natural disasters in recent history, with over 217 confirmed deaths. The scale of the destruction is immense, and the recovery will take months, if not years.

How We Are Helping

The tragedy in Valencia has deeply affected everyone at NewCo Communications. We are heartbroken by the scale of the destruction and the loss of so many lives. Thankfully, our team in Valencia is safe, but we know that many people in the community are still facing difficult times.

In response to the disaster, NewCo is doing everything we can to support the recovery efforts. We have made a donation to the Spanish Red Cross, which is working hard to provide immediate relief and help people rebuild their lives.

Additionally, we’ve set up collection points at both our Barcelona and Valencia offices, where we are gathering essential supplies. These include items like shovels, rubber boots, gloves, protective clothing, masks, and non-perishable food—all of which will go directly to the volunteers and recovery teams working on the ground.

A big thank you goes to our colleagues in Valencia, who have already shown incredible strength and solidarity by volunteering to help with cleanup and support the recovery in their community. Their efforts have been truly inspiring.

As a company, we are committed to doing our part. We know that recovery will take time, but we’re hopeful that with the support of everyone we can rebuild the communities.

Thank you for your support, and for standing together in times of need.

This year, we had so much fun decorating the offices for Halloween and seeing our team in their creative costumes! We also held a costume contest with an amazing price for who got the most votes after terrifying every single one of us! There were plenty of other scary (and impressive) costumes around the office as well.

On Halloween day itself, we had treats and enjoyed the classic question, “Trick or Treat?” Whether young or old, dressing up for Halloween never gets old! There was a fantastic vibe in all our offices, filled with not only screams but lots of laughter too.

In addition to our office festivities, the Barcelona team had a special Halloween party earlier in October with free drinks and snacks—a fun way to celebrate the spooky season together!

We can’t wait to see what costumes our colleagues come up with next year!
   
 

At NewCo Communications, we’re always striving to improve customer interactions, and today, we’re thrilled to introduce our latest innovation: Cleopatra.

Led by Maarten Seuntjens, the head of our Innovation Lab, Cleopatra is a powerful tool designed to enhance customer service by enabling seamless, native-level conversations in over 28 languages. Whether you’re a global business or expanding into new markets, Cleopatra ensures you can communicate effectively with your customers, no matter where they are.

Why Cleopatra Is a Game-Changer:

• Native-Level Accuracy: Cleopatra guarantees C2 proficiency across all supported languages, ensuring that every interaction is clear, accurate, and culturally appropriate.
• Cost-Efficiency: With Cleopatra, you can reduce costs while improving the quality of customer service.
• Customizable: Tailor Cleopatra to your specific needs, ensuring it aligns perfectly with your business requirements.
• Effortless Integration: Cleopatra easily integrates with platforms like MS Dynamics 365 and Freshdesk, with more integrations, including Genesys and Zendesk, coming soon.
• Enhanced Multilingual Support: Engage customers globally with seamless, multilingual support that makes every conversation feel natural.

Thanks to the hard work and vision of Maarten Seuntjens, and the dedication of team members like Hiba and Naji, Cleopatra is already available as a plug-in for several key platforms, with additional integrations on the way!

How Cleopatra Improves Your Customer Experience:

With Cleopatra, breaking language barriers has never been easier. Whether you’re handling customer inquiries, providing support, or offering solutions, Cleopatra ensures clear and effective communication in multiple languages. The tool’s ability to adapt to different cultural nuances makes every conversation feel natural and personalized.

At NewCo, we’re committed to driving innovation in the Customer Service BPO industry, and Cleopatra is just one example of how we’re helping businesses stay ahead of the curve.

Interested in seeing Cleopatra in action? Reach out today to schedule a demo and discover how Cleopatra can transform your customer service experience.

October is Breast Cancer Awareness Month, a time to raise awareness about breast cancer, its early detection, and to support those affected. At NewCo Communications, we dedicated this month to contributing to the cause in a meaningful way, both in Spain and Morocco.

In our Barcelona and Valencia offices, we organized a campaign to raise funds for the AECC (Asociación Española Contra el Cáncer), one of Spain’s leading cancer organizations. We sold handmade pink ribbons for €1.50 each, with all proceeds going to AECC. Many colleagues also made generous donations above the cost of the ribbons, showing their commitment to the cause.

In addition to the funds raised from the ribbon sales, NewCo doubled the total amount raised and made an additional donation on top to further support AECC’s efforts in cancer research and patient care.

Mean while, in our Morocco office, we took a different approach by hosting an educational session led by an in-house nurse, who shared important information about breast cancer awareness and the importance of early detection. This session empowered our colleagues with knowledge to help monitor their health and catch potential signs early.

Although breast cancer is a serious and emotional topic, we are proud to have contributed to raising awareness in a positive way that encourages both action and understanding.

At NewCo, we’re proud to have played a role in that effort — and will continue to do so in every way we can.

At NewCo Communications, we recently celebrated two important occasions to show our appreciation for the hard work of our teams.

We started with Day of the Contact Center Employee on September 19th. This day is all about recognizing the amazing people who work in our contact centers. These teams play a key role in making sure our clients and their customers have great experiences. Even with more people using digital services and self-service options, our teams are still the ones who handle complex issues with care and understanding. To show our thanks, we shared cake and treats with our teams in Morocco and Spain as a small way to celebrate their hard work.

Then, on October 1st, we celebrated Customer Experience Day across our offices in Casablanca, Barcelona, Valencia, and Tangier. This day is dedicated to recognizing the people who make real connections with our clients’ customers. At NewCo, creating great customer experiences is at the heart of what we do. We use AI and new technologies to make every interaction smoother and more efficient.

To mark Customer Experience Day, we organized a breakfast for our teams in all our offices. It was a chance to come together, celebrate, and reflect on how important their work is to making customers happy.

Denk je eraan om in Marokko te gaan wonen en werken? Steeds meer Nederlanders en Belgen kiezen voor deze verrassende bestemming. Met bruisende steden als Casablanca en Tanger, een lage levensduurte en een warm klimaat biedt Marokko alles voor wie toe is aan een nieuw hoofdstuk.

Maar hoe regel je zo’n verhuis praktisch? Bij NewCo Communications helpen we je daar stap voor stap bij. Ontdek onze 7 handige tips voor een zorgeloze start in Marokko.

1. ✈️ Boek je vlucht slim – en op het juiste moment

Zodra je bent aangenomen, kun je je vlucht boeken. Casablanca en Tanger zijn goed bereikbaar vanaf Amsterdam, Brussel of Charleroi. Kies bij voorkeur voor een flexibele ticket, zodat je eenvoudig kunt wijzigen indien nodig.

2. 🏠 Begin met tijdelijke huisvesting

NewCo helpt je op weg met advies en contacten voor betrouwbare huisvesting. Tip: begin met een tijdelijke kamer of appartement via:

• Airbnb of Booking (voor de eerste week)

• Lokale platformen zoals Avito.ma

• Facebookgroepen zoals “Expats in Casablanca/Tangier”

Ter plaatse kun je op je gemak iets vasts zoeken.

3. 🧾 Vraag je administratieve documenten op tijd aan

Om legaal te kunnen wonen en werken in Marokko heb je bepaalde documenten nodig. Denk aan:

• Een verblijfsvergunning (na aankomst)

• Een lokaal bankrekeningnummer

Maak je geen zorgen: NewCo helpt je hiermee, stap voor stap, inclusief lokale begeleiding.

4. 🌐 Communicatie: je redt je prima met Nederlands en Engels

In je job gebruik je vooral Nederlands, eventueel aangevuld met wat Engels. Voor je dagelijks leven is Frans handig, maar geen must. Je zult merken dat veel Marokkanen meerdere talen spreken en je graag op weg helpen.

5. 💰 Open een Marokkaanse bankrekening

Je salaris wordt in Marokko gestort, dus een lokale rekening is nodig. Er zijn enkele expat-vriendelijke banken waar je kunt inkijken.

Zorg dat je meeneemt:

• Je paspoort

• Een bewijs van je werkcontract

• Eventueel een huurcontract of adres

6. 🩺 Zorgverzekering? Dit moet je weten

In Marokko kun je via je werk toegang krijgen tot een basisverzekering (CNSS).

Good to know 👉 Bij NewCo krijg je na 6 maanden in dienst een privéziektekostenverzekering, inclusief tandzorg. Zo ben je nóg beter gedekt terwijl je werkt én leeft in Marokko.

Let op: Zeg je Nederlandse verzekering pas op zodra je in Marokko woont én werkt.

7. 🤝 Bouw meteen aan je nieuwe leven

Nieuw in Marokko? Geen zorgen – je bent niet alleen. Bij NewCo kom je terecht in een team met andere expats én locals. We organiseren regelmatig:

• Events & Challenges

• Teamuitjes

• Gezamenlijke lunches of sportactiviteiten

Bovendien zijn er actieve Nederlandse en Belgische communities in beide steden.

🧳 Klaar voor je nieuwe leven?

Verhuizen naar Marokko is een unieke kans om te groeien, te ontdekken en je horizon te verbreden. En met de juiste ondersteuning van NewCo hoeft het allemaal niet ingewikkeld te zijn.

👉 Solliciteer nu voor een job in Casablanca of Tanger

Denk je eraan om in Marokko te gaan wonen en werken? Steeds meer Nederlanders en Belgen kiezen voor deze verrassende bestemming. Met bruisende steden als Casablanca en Tanger, een lage levensduurte en een warm klimaat biedt Marokko alles voor wie toe is aan een nieuw hoofdstuk.

Maar hoe regel je zo’n verhuis praktisch? Bij NewCo Communications helpen we je daar stap voor stap bij. Ontdek onze 7 handige tips voor een zorgeloze start in Marokko.

1. ✈️ Boek je vlucht slim – en op het juiste moment

Zodra je bent aangenomen, kun je je vlucht boeken. Casablanca en Tanger zijn goed bereikbaar vanaf Amsterdam, Brussel of Charleroi. Kies bij voorkeur voor een flexibele ticket, zodat je eenvoudig kunt wijzigen indien nodig.

2. 🏠 Begin met tijdelijke huisvesting

NewCo helpt je op weg met advies en contacten voor betrouwbare huisvesting. Tip: begin met een tijdelijke kamer of appartement via:

• Airbnb of Booking (voor de eerste week)

• Lokale platformen zoals Avito.ma

• Facebookgroepen zoals “Expats in Casablanca/Tangier”

Ter plaatse kun je op je gemak iets vasts zoeken.

3. 🧾 Vraag je administratieve documenten op tijd aan

Om legaal te kunnen wonen en werken in Marokko heb je bepaalde documenten nodig. Denk aan:

• Een verblijfsvergunning (na aankomst)

• Een lokaal bankrekeningnummer

Maak je geen zorgen: NewCo helpt je hiermee, stap voor stap, inclusief lokale begeleiding.

4. 🌐 Communicatie: je redt je prima met Nederlands en Engels

In je job gebruik je vooral Nederlands, eventueel aangevuld met wat Engels. Voor je dagelijks leven is Frans handig, maar geen must. Je zult merken dat veel Marokkanen meerdere talen spreken en je graag op weg helpen.

5. 💰 Open een Marokkaanse bankrekening

Je salaris wordt in Marokko gestort, dus een lokale rekening is nodig. Er zijn enkele expat-vriendelijke banken waar je kunt inkijken.

Zorg dat je meeneemt:

• Je paspoort

• Een bewijs van je werkcontract

• Eventueel een huurcontract of adres

6. 🩺 Zorgverzekering? Dit moet je weten

In Marokko kun je via je werk toegang krijgen tot een basisverzekering (CNSS).

Good to know 👉 Bij NewCo krijg je na 6 maanden in dienst een privéziektekostenverzekering, inclusief tandzorg. Zo ben je nóg beter gedekt terwijl je werkt én leeft in Marokko.

Let op: Zeg je Nederlandse verzekering pas op zodra je in Marokko woont én werkt.

7. 🤝 Bouw meteen aan je nieuwe leven

Nieuw in Marokko? Geen zorgen – je bent niet alleen. Bij NewCo kom je terecht in een team met andere expats én locals. We organiseren regelmatig:

• Events & Challenges

• Teamuitjes

• Gezamenlijke lunches of sportactiviteiten

Bovendien zijn er actieve Nederlandse en Belgische communities in beide steden.

🧳 Klaar voor je nieuwe leven?

Verhuizen naar Marokko is een unieke kans om te groeien, te ontdekken en je horizon te verbreden. En met de juiste ondersteuning van NewCo hoeft het allemaal niet ingewikkeld te zijn.

👉 Solliciteer nu voor een job in Casablanca of Tanger

Today, we talk to Maarten Seuntjens, Lead of the Innovation Lab at NewCo. Maarten has been instrumental in developing innovative solutions that help NewCo stay ahead in a rapidly changing industry. In this interview, we’ll explore Maarten’s approach to fostering innovation, discuss the challenges he faces, and learn about the latest trends and technologies shaping the future of our industry.

What are the key trends and changes currently shaping the Customer Service BPO industry?

The Customer Service BPO industry is undergoing rapid change, influenced by several key trends. One major trend is the implementation of unified omnichannel support, which allows for seamless interactions across various platforms and ensures a consistent, customer-focused service experience. Another significant development is the rise of AI and automation, which are transforming operations by automating routine tasks and providing data-driven insights, thereby improving service efficiency and customization. Additionally, there is an increasing focus on self-service solutions, enabling customers to independently resolve issues through AI-driven chatbots and interactive FAQs. This not only boosts customer satisfaction but also helps reduce operational costs.

What innovative strategies have you implemented at NewCo to enhance customer service?

At NewCo, we’ve introduced several innovative strategies to improve our customer service. One of our standout initiatives is the Agent Assist tool, which leverages AI to provide real-time support to our agents. This helps them offer accurate and prompt responses, improving interaction quality, reducing Average Handle Time (AHT), increasing First Time Right rates, and cutting down on training time.

We’ve also developed an internal tool called NCC Cleopatra, enabling our agents to communicate in over 28 languages. This tool goes beyond simple translation; it adapts to the specific style and terminology of each language, ensuring culturally appropriate and precise responses.

Furthermore, we are proud of our Virtual Agent, powered by Natural Language Understanding (NLU), which efficiently routes calls and manages simple, repetitive tasks. This technology ensures smooth, high-quality interactions and allows our human agents to focus on more complex issues. Together, these innovations significantly enhance our service quality and operational efficiency.

How do you evaluate the viability of new ideas or innovations?

At NewCo, evaluating new ideas involves a comprehensive approach. We assess innovations based on how well they align with our strategic goals, their market potential, and feasibility. This includes thorough cost-benefit analyses and pilot testing to evaluate practical implementation. We also seek feedback from key stakeholders and customers to ensure the innovation addresses real-world needs and expectations. This rigorous evaluation process helps us prioritize projects with the most significant impact.

How do you foster a culture of innovation within NewCo?

To cultivate a culture of innovation, we encourage open communication and collaboration at NewCo. We host regular brainstorming sessions and innovation workshops where team members can freely share their ideas. Additionally, we have a recognition program in place to reward innovative solutions that positively affect our operations or customer experience. By fostering an environment that values and supports creativity, we’ve seen a noticeable increase in employee engagement and innovative output.

At NewCo Communications, we understand the importance of family, both at home and at work. That’s why we were thrilled to celebrate International Family Day together in Casablanca this week!

📹 Check out our video to see the heartwarming moments from our celebration! We invited our amazing team to leave their mark by placing their fingerprints on a beautiful drawing of a tree, symbolizing our strong community. 🌳❤️ #NCCFamily

This week we celebrated a special moment, when our first ever NewCo Communications employee, Mustapha Karimi, enjoyed his last day at the office before his well deserved retirement. This is a major milestone for us as he has been there since day one, the day we opened our offices in Casablanca, 14 years ago!

Thank you Mustapha for your dedication, your ever welcoming smile, and for being an amazing colleague! We will miss you! Enjoy your retirement!

We’re proud to honor the incredible women who contribute their talent, dedication, and innovation to our teams.

Today, and every day, we celebrate the remarkable women who shape NewCo Communications. Their strength, resilience, and achievements inspire us all, to work together towards a more inclusive future. 💪✨ #InspireInclusion #InternationalWomensDay #IWD2024