To Interpret or Not to Interpret: Is There Even A Question?
Empowering contact center excellence for 30 years!

To Interpret or Not to Interpret: Is There Even A Question?

Date: Friday, March 28, 2014

Speakers: Sarah Stealey Reed, Mitchel Forney



Watch or download the Educast below.

Partnering to Provide Multilanguage Support

Research shows that the U.S. is one of the most linguistically diverse countries in the world and that 21% of our population speaks a language other than English at home and that greater than 9% are unable to converse in English over the phone with a customer service agent. So if you know you have customers that don’t speak English, and you know they will ultimately need assistance, isn’t it on you as a brand to provide a level of care?

Being able to support multiple languages within the contact center can be daunting, but it is possible! In this educast Sarah Stealey Reed and Mitchel Forney share results from the Q4 2013 Voiance underwritten survey on multilingual customer service.  They also demonstrate how multilingual customer service can be effectively achieved.

Watch this short but powerful presentation and learn how to ensure your multilingual customers get the support they need and deserve

Related Research Report

Related Complimentary Whitepaper

Related Complimentary Webinar

Related Infographic


Click here to download the educast to your computer. (Right click and save the file to your desktop)


Sarah Stealey Reed

Director of Content Marketing, Zendesk

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed


Mitchel Forney

Marketing Director, Voiance Language Services

As Brand Manger with Voiance, Mitchel has overseen the development of the largest published research projects on language services in contact centers.

Mitchel joined Voiance in 2010. His responsibilities include market research, content creation, marketing campaigns in print, digital, and in-person formats, and the successful development of multi-million dollar contract proposals.

Mitchel holds a Bachelor’s degree from the Eller College of Management at the University of Arizona, where Mitchel currently serves a member of the Marketing Department’s Board of Advisors. Prior to joining Voiance, Mitchel held a management role with the Northwestern Mutual Financial Network.

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Topics: Multichannel Contact Center


Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
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