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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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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We recently wrote about the ways in which contact centers that commit to making online resources and self-service channels available to non-English speaking customers may reap both [...]
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Our last post for financial institutions focused on the potential revenue and customer satisfaction advantages available to banks and credit unions that invest in making their online [...]
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In our last post, we discussed the ways in which translating online resources into commonly-spoken non-English languages may help insurance carriers increase their online sales and revenue, [...]
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Is your contact center equipping non-English speaking customers to help themselves?
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Are your self-service channels available in the non-English languages your customers prefer? According to the latest US census, 1 in 10 US residents speaking English “less than very well,” [...]
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“Para Español, oprima dos.” With 1 in 10 US residents speaking English “less than very well,” and demographic trends predicting a more multilingual population in the future, most US [...]
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During my time in the leadership program of a top-five property and casualty carrier, I was surprised to learn that we hadn't developed an effective, comprehensive strategy to handle [...]
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If your PSAP uses interpretation services, are their operations tailored to target your top priorities?
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