The Growing Need for Multilanguage Customer Support 2014 Research Report & Best Practices Guide

Author: ICMI Research

Publisher: ICMI

Price: $199

Number of Pages: 45

Sponsor:

Voiance
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This research report shares benchmarking and guidance to help provide your contact center with the direction and data needed to make informed decisions around multilingual support.

It’s the beginning of 2014, and as with most years, the lists of conjectures and analyst forecasts are everywhere. Many contact center leaders peruse the predictions and end up with more questions than answers. What will be the game-changing customer experience initiative of the new year? Which customer service movement should the contact center jump on? Where should our limited budget be allocated? And how can we differentiate our brand from our competitors?

Although there is no right answer that applies to every contact center, every customer, and every company, there are certainly trends that speak loudly for many of us.

This new ICMI research, underwritten by Voiance Language Services, focuses specifically on one trend – multilanguage customer service. ICMI was interested to know how contact centers were currently supporting non-English language customers and whether or not offering multilanguage support improved the overall customer experience and positively impacted engagement and loyalty.

This research report shares benchmarking and guidance to help provide your contact center with the direction and data needed to make informed decisions around multilingual support.

 

Purchase this report to gain insight into Multilanguage Support and learn how to:

  • Develop a Multilanguage customer support strategy
  • Recognize customer expectations
  • Assess your company’s customer service business model
  • Leverage technology
  • Manage the agent and customer experience
  • Build an internal Multilanguage customer support team
  • Develop the proper process and policies for language interpreters

 

Also included is an ICMI Expert Spotlight accompaniment with real-life casestudies in Multilanguage Support in the Contact Center from Sean Hawkins and Brooks Webb, of Contact Center Weekly.

 

 



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Topics: Customer Experience, Site Operations, Global Service Delivery

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