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
Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at

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
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.

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