Mastering Multilingual Support in the Contact Center
Empowering contact center excellence for 30 years!

Mastering Multilingual Support in the Contact Center

Date Aired: April 28, 2016

Time: 1 PM Eastern Time

Presenters: Justin Robbins, Tom Tseki

Moderators: Erica Marois


Watch the webinar video below.

Key findings from the 2016 ICMI research on Multilingual support

According to brand new research from ICMI and Lionbridge, the #1 way that contact centers provide service to customers that do not speak a language that they support is to "simply apologize that the language is not supported and attempt to handle in the agent's primary language."  This is neither sustainable nor acceptable considering the fact that over 50% of contact centers expect to see an increase in non-primary language contacts over the next three years.
Instead of offering apologies, contact center leaders need a solution that ensures they're able to support customers of all languages across all channels. Successfully executing on such an initiative requires an understanding of the people, process, and technology challenges that exist today in providing multilingual support and an exploration of the options available for overcoming these obstacles.
Attend this webinar to learn:

  1. Key findings from the 2016 ICMI research on multilingual support
  2. Effective strategies for implementing new languages of service in your contact center
  3. How language affects key metrics like Customer Satisfaction, First Contact Resolution, and others
  4. The opportunities that exist for organizations to be more accessible and intentional in their approach to providing omni-lingual support across any channel of service

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.


Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

Tom Tseki, Lionbridge

Tom Tseki

VP & GM, Customer Care Solutions, Lionbridge

Tom Tseki is a contact center industry veteran. His experience and expertise include helping organizations implement and leverage omni-channel customer care strategies to improve CX, increase revenue, and gain contact center efficiencies.

Tom leads Lionbridge’s global customer care business unit and is responsible for sales, marketing and development of GeoFluent, the company’s real-time translation SaaS solution. By plugging into contact center’s existing communications platforms, GeoFluent eliminates language as a barrier between brands and consumers across the omni-channel.

Tom has a deep background in contact center technology as it relates to customer communication, analytics, and workforce optimization. Tom works closely with contact center and BPO leaders on strategies to improve care by reducing customer effort — leading to increased CSAT and NPS.

You can reach Tom on-line at: |  |

Erica Strother headshot

Erica Marois

Community Specialist, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

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Topics: Multichannel Contact Center


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