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, [...]
Read More

Will Excelling at Multilingual Support Impact Contact Center Bottom Lines?

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 [...]
Read More

Why Switch to Voiance | A Resource For Contact Centers

“What’s it like to switch to Voiance?”
Read More

Risk Factors For Vendor Overbilling | How Contact Centers Can Avoid It

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 [...]
Read More

Will Your Language Services Provider Survive Hurricane Season?

The National Oceanic & Atmospheric Association (NOAA) predicted that the current Atlantic hurricane season that started June 1 might be above normal.
Read More

Three Tips For Using Bilingual Agents Effectively in Contact Centers

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, [...]
Read More

A Visual Case for Quality Multilingual Support for P&C Carriers

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 [...]
Read More

Multilingual Support Provider Reliability | Three Factors to Consider

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 [...]
Read More

Are Your Vendors Protecting Your Data? (And Why Should You Care?)

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 [...]
Read More

Five Characteristics of a Qualified, Professional Interpreter for Contact Centers

  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, [...]
Read More