Are your agents using multilingual support, including phone interpretation, in the most effective way possible? This is a question many contact center leaders - despite having made the [...]
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Service providers are legally obligated to protect their clients’ data. This extends to choosing which language services provider that they use, since interpreters participate in [...]
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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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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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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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“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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Improving their agents’ work experience is a goal for many contact center leaders heading into 2018.
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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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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 [...]
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Is your language service provider just a vendor, or does it act as a partner to your PSAP’s success?
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