Voiance shares insights into managing multilingual contact centers
Tucson, AZ – April 27, 2010
Voiance Language Services, one of the leading providers Over-the-Phone Interpretation
(OPI) in the United States, announces a webinar presentation in which it will share
insights into the management of multilingual contact centers. In the webinar, Voiance
management will present best practices learned from operating two US-based interpreter
centers which employ hundreds of bilingual and multilingual agents.
The presentation was motivated by findings of a research study, conducted by the
Center for Customer-Driven Quality (founded at Purdue University) and sponsored
by Voiance, into the handling of non-English calls at US-based customer contact
centers. In the survey of 230 customer contact centers, it was found that nearly
half (45%) of the respondents were employing bilingual agents in addition to using
Over-the-Phone Interpretation.
The lead presenter during the webinar will be Voiance’s Director of Call Center
Operations, who is an industry veteran with 12 years of operations management experience
in a multicultural environment. Attendees will learn insights into bilingual agent
recruitment, quality monitoring of non-English calls, and the effective management
of multicultural teams.
The webinar will take place on May 25th at 1 pm (ET). Webinar registration is free
and can be accessed at http://www.voiance.com.
About Voiance
Voiance Language Services provides multilingual support in over 150 languages to
companies operating customer contact centers. Voiance services facilitate communication
between you and your customer, resulting in higher customer satisfaction and retention
Voiance, through its parent company CyraCom International, Inc., has been in business
since 1995 and is one of the largest providers of over-the phone interpretation
services in the United States.
For more information regarding Voiance's suite of telephone and video interpretation,
document translations and interpreter assessment and training services, please e-mail
info@voiance.com or call 1-866-742-9080.