In 2016, Voiance collaborated with author and customer service speaker Jeff Toister. Jeff is the president of Toister Performance Solutions, Inc. and the author of Service Failure: The Real [...]
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From Voiance's ICMI Whitepaper: "Research shows that the United States is one of the most linguistically diverse countries in the world with 80% of foreign-born Americans speaking a [...]
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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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“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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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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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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Recently, Voiance sponsored a webinar with author and consultant Dianne Durkin. Titled The Loyalty Factor, the webinar centered on the idea that employee loyalty leads to customer [...]
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