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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It's Hurricane Season | Can Your Language Services Provider Survive the Storm?

The National Oceanic & Atmospheric Association (NOAA) predicted that the current Atlantic hurricane season that started June 1 might be above normal.
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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 [...]
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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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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 [...]
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Five Reasons For Insurance Carriers to Translate Web Resources (Pt 2)

In our last post, we discussed the ways in which translating online resources into commonly-spoken non-English languages may help insurance carriers increase their online sales and revenue, [...]
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