In Multilingual Customer Service Best Practices Posted

Increasing Call Center Agent Productivity with Language Interpretation Services

You feel comfortable when you’re confident. Speaking another language is no exception. How are call center agents gaining confidence with foreign languages? The International Customer Management Institute (ICMI) asked in their 2014 research report titled, “The Impact of Multilanguage Support on Customer Experience.” What did they find? Agents are better at their jobs with an […]
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In Multilingual Customer Service Best Practices Posted

10 Reasons Why You Should Be Using OPI, According to Research: Part 2

“Communication is critical to providing effective care to patients.” Makes perfect sense, right? But of all the methods available to provide language services, what’s the benefit to Over-the-Phone Interpretation? If you find yourself wishing for a definitive research project analyzing the benefits of OPI, then you’re in luck! This is where the new Toronto study […]
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In News, Events Posted

Voiance Recognized as a Finalist for ICMI 2014 Global Contact Center Awards

The International Customer Management Institute (ICMI) announced Voiance Language Services, a subsidiary of CyraCom, as a finalist for its 2014 Global Contact Center Awards in the Best Use of an Emerging Channel category for the company’s innovative Video Remote Interpretation service. Voiance’s Video Remote Interpretation (VRI) enables both public and private organization to access highly-trained […]
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In Multilingual Customer Service Best Practices Posted

10 Reasons Why You Should Be Using OPI at Your Facility, According to Research: Part 1

Is Over-the-Phone Interpretation (OPI) really effective for your language services program? Don’t you wish you had some solid research and data to determine if it would benefit you and your organization? Well, today’s your lucky day. Because now you do. The Toronto organization, The Center for Research on Inner City Health Survey Unit, published their […]
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In News, Events Posted

CyraCom Underwrites Groundbreaking Research on Multilanguage Support in Call Centers through the International Customer Management Institute (ICMI)

CyraCom, through its subsidiary Voiance, has underwritten major research on call centers’ use of various forms of multilanguage support and its impact on customer experience. Designed and conducted by ICMI, the research and forthcoming report stand as the most comprehensive study of the topic ever conducted. Information from the report will appear in the February 2014 […]
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In Multilingual Customer Service Best Practices Posted

Internal Bilingual Employees and Outsourced Interpreters

The International Customer Management Institute (ICMI) recently surveyed contact centers on “The impact of Multilanguage Support on Customer Experience.” Contact centers sometimes believe they must choose between either internal, bilingual agents or outsourced interpreters. Is one choice better than the other? First of all, ICMI’s data suggests that using either bilingual agents or outsourced interpreters produces great […]
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