Graham Newnum

Recent Posts

“WHY SWITCH TO VOIANCE?” A RESOURCE FOR CONTACT CENTERS CONSIDERING A CHANGE IN MULTILINGUAL SUPPORT

“What’s it like to switch to Voiance?”
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THREE RISK FACTORS FOR VENDOR OVERBILLING (AND HOW CONTACT CENTERS CAN AVOID IT)

Are you confident your contact center is paying vendors only what you owe? Large contact centers tend to outsource processes (including multilingual support) to outside vendors. It's [...]
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3 TIPS FOR USING BILINGUAL AGENTS EFFECTIVELY IN CONTACT CENTERS

Voiance provides phone and video interpretation services to contact centers on a per-minute basis. Our clients appreciate the ability to pay for an interpreter only when they need one, [...]
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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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