Are you confident your contact center is paying vendors only what you owe? Large contact centers tend to outsource processes (including multilingual support) to outside vendors. It's [...]
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Voiance provides phone and video interpretation services to contact centers on a per-minute basis. Our clients appreciate the ability to pay for an interpreter only when they need one, [...]
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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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In 2017, US consumers and corporations learned that: A major credit bureau was hit with a cyberattack that compromised names, addresses, and Social Security numbers of 145 million people A [...]
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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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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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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 their agents’ work experience is a goal for many contact center leaders heading into 2018.
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