ICYMI: Overcoming Language Barriers in Employee Communication

In 2016, Voiance collaborated with author and customer service speaker Jeff Toister. Jeff is the president of Toister Performance Solutions, Inc. and the author of Service Failure: The Real [...]
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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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Three 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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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 [...]
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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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OVERCOMING LANGUAGE BARRIERS IN EMPLOYEE COMMUNICATION

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LESSONS FROM THE LOYALTY FACTOR WITH DIANNE DURKIN

Recently, Voiance sponsored a webinar with author and consultant Dianne Durkin. Titled The Loyalty Factor, the webinar centered on the idea that employee loyalty leads to customer [...]
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