Agent Engagement | Three Ways to Boost Yours

“Employee engagement.” According to Heather Arthur, who manages a 1,400 person contact center as Senior Director of Business Care at Canada’s largest telecommunications company, it’s the [...]
Read More

Three Ways Voiance Helped Improve Sarpy County PSAP's Interpretation Experience

In September 2016, the Sarpy Consolidated Emergency Communications Center, which serves all of Sarpy County Nebraska, made the switch Voiance for multilingual support after receiving a [...]
Read More

How Non-English Calls Impact Average Handle Time - and Why it Matters

Average Handle Time (AHT) has long represented the holy grail of contact center performance metrics. In most centers, staff at every level – from the VP overseeing center operations to the [...]
Read More

Boosting First Call Resolution with a Quality Language Services Partner

Customer Think, a “global online community of business leaders striving to create profitable customer-centric enterprises,” recently published a list of contact center metrics that matter [...]
Read More

Improving Agent Experience by Improving Multilingual Support | Contact Center Priorities 2018

Improving their agents’ work experience is a goal for many contact center leaders heading into 2018.
Read More

Reducing Customer Friction | Contact Center Priorities 2018

Making the customer experience run smoothly from start to finish is the number-one priority of US contact center leaders in 2018.
Read More

Changing US Demographics: What US Companies Should Expect by 2060

US demographics - both in terms of racial and linguistic makeup - will shift significantly over the next forty years in ways that impact virtually every seller of goods and services to the [...]
Read More

Three Ways Contact Centers Can Boost Performance By Offering Self-Service in Multiple Languages

We recently wrote about the ways in which contact centers that commit to making online resources and self-service channels available to non-English speaking customers may reap both [...]
Read More

Four Ways Quality Multilingual Support Impacts PSAP Performance

Is your language service provider just a vendor, or does it act as a partner to your PSAP’s success?
Read More

Financial Institutions | Three (More) Benefits of Translating Online Resources

Our last post for financial institutions focused on the potential revenue and customer satisfaction advantages available to banks and credit unions that invest in making their online [...]
Read More