Graham Newnum

Recent Posts

A Visual Case for Quality Multilingual Support for P&C Carriers

We've written before about the need for quality multilingual support in the contact centers operated by property and casualty insurance carriers. "Quality" is key: the solution selected [...]
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How Reliable is Your Multilingual Support Provider? Three Factors to Consider

Inefficient call routing, natural disasters, and other outages could prevent access to interpreters at critical moments. What would you do if your current multilingual support provider [...]
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Are Your Vendors Protecting Your Data? (And Why Should You Care?)

In 2017, US consumers and corporations learned that: A major credit bureau was hit with a cyberattack that compromised names, addresses, and Social Security numbers of 145 million people A [...]
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Multilingual Support for Contact Centers: Five Characteristics of a Qualified, Professional Interpreter

  With 65 million US residents speaking a language other than English at home, many forward-thinking contact center leaders have recognized their need for multilingual support – that is, [...]
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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 [...]
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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 [...]
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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 [...]
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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.
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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.
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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 [...]
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