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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Three Ways Voiance Helped Improve Sarpy County PSAP's Interpretation Experience

In September 2016, the Sarpy Consolidated Emergency Communications Center, which serves all of Sarpy County Nebraska, made the switch Voiance for multilingual support after receiving a [...]
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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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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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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?
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Three Key Questions to Ask About Comprehensive Multilingual Support for PSAPs and Public Safety

Time-to-dispatch to non-English speaking complainants depends heavily on how quickly you can get an interpreter on the phone. That number – the total time from the moment your call taker [...]
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4 Myths About Your Phone Interpretation Service

When researching a new phone interpretation service to complement your multilingual support program, you might have difficulty distinguishing service providers from one another. Many make [...]
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