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Three Ways Voiance’s Phone Interpretation For BPOs Can Benefit Your Organization

BPO providers offering contact center support handle hundreds or thousands of phone calls a day on for their clients. And with nearly 60 million US residents preferring a language other [...]

The Business Case for Supporting Non-English Speaking Customers In-Language

Contact center leadership considering professional interpretation and translation services sometimes ask us whether the investment is worthwhile. We created our E-book, The Business Case [...]

Voiance: Quick Connections to Qualified Interpreters for State and Local Agencies

State and local agencies understand the need for language interpretation and document translation: They need to communicate with all residents, not just those who can read English and speak [...]

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 [...]

Is Your Language Services Provider Helping or Hurting Customer Satisfaction Scores?

Could your choice of language services provider damage your customer satisfaction scores?

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, [...]

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.

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 [...]

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 [...]

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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