Handling non-English Calls
(PDF) - How are non-English calls being handled in call centers across the
US? What is the motivation to support non-English calls and when do call centers
use Over-the-Phone interpretation services? Answers to these and are other questions
are provided in this White Paper.
The Translation Challenge: Tipping the Scale in your Favor
(PDF) - Discover what "The Challenge" in translation is and save yourself
time, effort and money in the process. By reading the attached White Paper, you
will have information from "inside" the translation industry.
Localizing eLearning Systems and Websites
(PDF) - This guide looks at the process of content translation from your
perspective. By keeping this series of goals, practices, and ways to avoid problems
in mind, you’ll have the best chance of keeping your project on time and on budget.
Strategies for Creating an Amazing Customer Experience
Recording - New York Times Best Seller Shep Hyken discusses strategies
for creating amazing customer experiences, including some content from his book,
The Amazement Revolution. See more on customer
experience at Shep's website.
Five Decisions That Will Help You Become a Beloved and Prosperous Company
Recording - In this webinar, Jeanne Bliss, nationally acclaimed author and
customer experience expert with over 25 years of experience, will present five decisions
your company can make to increase customer loyalty and advocacy – the path to becoming
a beloved and prosperous company. Learn more
about Customer Bliss
How to Handle non-English Calls: Managing Costs and Increasing Efficiency
and Survey Findings (PDF) - In this webinar, researchers from the Center
for Customer-Driven Quality™ (founded at Purdue University) presented findings from
a study that surveyed hundreds of contact centers big and small, to better understand
the multilingual challenge facing call centers and the best practices for handling
non-English speaking callers.
Managing a Multilingual Contact Center
(PDF) - In a recent study conducted by the Center for Customer-Driven Quality,
nearly half of surveyed customer contact centers were using bilingual agents in
addition to Over-the-Phone Interpretation. In this webinar, Voiance presents the
best practices learned from managing multiple US-Based interpreter contact centers
which employ hundreds of bilingual and multilingual interpreters.
Overview - learn more about the Voiance
– Sign up to see the complete video series that outlines Voiance’s Over-the-Phone
Interpretation operations, client experience, contact centers, interpreters, account
management and implementation.
Language Services RFP Guide – Organizations
in the process of sourcing language services should access our RFP Guide for specific
questions to ask a language service provider.