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.
Read More

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

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 [...]
Read More

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 [...]
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 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

Three PSAP and Public Safety Priorities to Consider When Choosing Interpretation Services

If your PSAP uses interpretation services, are their operations tailored to target your top priorities?
Read More

Three Critical Contact Center Metrics for Financial Institutions and How Comprehensive Multilingual Support Can Help

Prior to joining Voiance's team, I spent four years working at a large-scale US contact center, similar to those that provide customer support for the nation's largest financial [...]
Read More

Three Critical Contact Center Metrics and How Comprehensive Multilingual Support Can Help

Prior to joining the team at Voiance, I spent four years taking calls, training new hires, and managing agents in a large-scale US contact center - similar to those run by many Voiance [...]
Read More