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How Adapting to Changing Demographics Can Boost Business

Does your business provide multilingual support?
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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

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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Why Contact Centers Should Offer 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 [...]
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Three Reasons Financial Institutions Should Translate 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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Translate Self-Service Channels to Improve Revenue and Satisfaction

Is your contact center equipping non-English speaking customers to help themselves?
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How Financial Institutions 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,” [...]
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