Graham Newnum

Recent Posts

Voiance: Quick Connections to Qualified Interpreters for State and Local Agencies

State and local agencies understand the need for language interpretation and document translation: They need to communicate with all residents, not just those who can read English and speak [...]
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How Your Language Services Provider May Be Compromising Your Operations (and How to Fix It)

Does your contact center offer interpreters to non-English speaking callers? Most do, and for good reason – one in five US residents today speaks a language other than English at home, and [...]
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Is Your Document Translation Process Straightforward and Secure?

As an organization that services non-English-speaking customers, you need your marketing brochures, contracts, notification letters, and websites translated accurately, securely, and [...]
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IS YOUR LANGUAGE SERVICES PROVIDER HELPING OR HURTING CUSTOMER SATISFACTION SCORES?

Could your choice of language services provider damage your customer satisfaction scores?
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HOW LONG SHOULD IT TAKE YOUR AGENTS TO REACH AN INTERPRETER?

In a contact center environment, Average Handle Time (AHT) is king. Centers operate on tight margins, necessitating that every call be handled efficiently to keep the queue clear. Today, [...]
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Will Excelling at Multilingual Support Impact Contact Center Bottom Lines?

From Voiance's ICMI Whitepaper: "Research shows that the United States is one of the most linguistically diverse countries in the world with 80% of foreign-born Americans speaking a [...]
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“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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