Comparing the Vocabularies of Native and Non-Native Speakers

In 2014, Voiance published a blog post focused on the challenge of learning English as an immigrant to the United States. Our goal was to highlight the work that non-native English speakers [...]
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Is Your Language Services Provider Hurting Customer Satisfaction?

Could your choice of language services provider damage your customer satisfaction scores?
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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, [...]
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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.
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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 [...]
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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 [...]
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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, [...]
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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 [...]
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How Voiance Improved Sarpy County PSAP's Interpretation Experience

In September 2016, the Sarpy Consolidated Emergency Communications Center, which serves all of Sarpy County Nebraska, made the switch Voiance for multilingual support after receiving a [...]
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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 [...]
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