Contact Center Language Interpretation | ICMI
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Press 1 for English: Language Interpretation Services Benefit Customers and Contact Centers

Published: Mar 12, 2014

Pages: 11

Sponsor:

Voiance

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Let’s dig into the concept of multilanguage support. How do you adapt to evolving customer expectations without jeopardizing the day-to-day operations of the contact center?

Customer expectations are higher than ever, and our customers are now more diverse than ever.  Research shows that the United States is one of the most linguistically diverse countries in the world. And non-English speaking customers have a unique set of expectations, including longer support hours, and multiple languages.

In Q1 2014, the International Customer Management Institute (ICMI) and Voiance Language Services, a subsidiary of CyraCom, sought to gather information about how the contact center is using language interpretation services and multi-language support to improve the overall customer experience for non-English speaking customers.

This complimentary whitepaper reveals some of our research findings, and offers guidance for the two biggest challenges facing contact centers in today’s multilingual, multichannel world:

  1. Maintaining or improving customer engagement
  2. Growing agent productivity and efficiency

Learn how you can improve customer engagement, agent productivity and efficiency, and provide a superior customer experience for today’s changing customers

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Topics: Strategy & Planning, Site Operations, Customer Experience, Global Service Delivery, Multichannel Contact Center, Self-Service, Social Media

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