Any Time? Any Place? Any Language! Implementing Multilanguage Support to Enhance the Customer Experience

Date Aired: February 13, 2014
Time: 1 PM Eastern Time
Presenters: Sarah Stealey Reed , Mitchel Forney , Erica Marois

Watch the webinar video below.

The need for multilanguage support is growing and you don’t have to build it alone! Join ICMI and Voiance as we provide the blueprint to create your multilanguage contact center!

As the most diverse country in the world, the US has over 9% of its population that does not speak English well enough to conduct customer service transactions over the phone. And the challenge with supporting Limited English Proficient (LEP) consumers deepens. The emerging channels of mobile, social, and advanced self-service have also opened up our brands and our customer service to a whole new set of consumers in other countries and other languages that we may not have reached before.

So how does a primarily English-speaking contact center best support these customers?
How is the experience impacted when the agent and the customer aren’t speaking the same language?
Would CSAT increase if all customers were able to receive support in their native language?

Join ICMI and Voiance as we answer those questions and more, and show you how to turn multilanguage support into a true competitive differentiator!

During this Webinar will learn: 

  1. The benefits of translation or interpreter service options
  2. The impact of the “anywhere, anytime, any language” customer service mentality
  3. Customer expectations and demands of multi-language support by US brands
  4. How to establish processes and metrics with an interpretation partner


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.

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

ICMI/UBM Privacy Statement