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 [...]
Read More

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.
Read More

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.
Read More

Three Ways Contact Centers Can Boost Performance By Offering Self-Service in Multiple Languages

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 [...]
Read More

Four Ways Quality Multilingual Support Impacts PSAP Performance

Is your language service provider just a vendor, or does it act as a partner to your PSAP’s success?
Read More

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 [...]
Read More

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, [...]
Read More

How Translating Self-Service Channels Can Improve Contact Center Revenue and Customer Satisfaction

Is your contact center equipping non-English speaking customers to help themselves?
Read More

Two Ways Financial Institutions Can Benefit From Translating Online Resources

Are your self-service channels available in the non-English languages your customers prefer?  According to the latest US census, 1 in 10 US residents speaking English “less than very well,” [...]
Read More

Three Reasons Property & Casualty Carriers Should Prioritize Multilingual Support

During my time in the leadership program of a top-five property and casualty carrier, I was surprised to learn that we hadn't developed an effective, comprehensive strategy to [...]
Read More