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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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.
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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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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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8 Paths to Better Phone Interpretation (Pt 2)

In a recent blog, we outlined several tips to improve your staff’s phone interpretation experience.
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8 Paths to Better Phone Interpretation (Pt 1)

How do you know if your staff uses your multilingual support program effectively?
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FIVE KEY PRINCIPLES TO PREVENT DATA THEFT

The average US corporate data breach in 2015 cost $6.5 million and put over 28,000 customer records at risk, according to IBM’s 2015 Cost of Data Breach Study.
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