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.