In 2014, Voiance published a blog post focused on the challenge of learning English as an immigrant to the United States. Our goal was to highlight the work that non-native English speakers [...]
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Could your choice of language services provider damage your customer satisfaction scores?
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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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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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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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Inefficient call routing, natural disasters, and other outages could prevent access to interpreters at critical moments. What would you do if your current multilingual support provider [...]
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With 65 million US residents speaking a language other than English at home, many forward-thinking contact center leaders have recognized their need for multilingual support – that is, the [...]
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“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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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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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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