COMPARING CUSTOMER SERVICE: WHICH COUNTRY TAKES THE BEST CARE OF ITS CUSTOMERS?

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WHAT MAKES VOIANCE STAND OUT (AND HOW THAT BENEFITS YOUR BUSINESS)

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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How Your Language Services Provider May Be Compromising Your Operations (and How to Fix It)

Does your contact center offer interpreters to non-English speaking callers? Most do, and for good reason – one in five US residents today speaks a language other than English at home, and [...]
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Is Your Document Translation Process Straightforward and Secure?

As an organization that services non-English-speaking customers, you need your marketing brochures, contracts, notification letters, and websites translated accurately, securely, and [...]
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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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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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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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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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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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