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3 Features a Language Services Partner Should Offer Your Omnichannel Contact Center

[fa icon="calendar'] May 4, 2017 9:28:42 AM / by Mandy Poston posted in Contact Centers, Language Services Data

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In his March 2016 article, Baker Johnson shares 3 tips for Outstanding Omnichannel Service while moving to a more customer-centric model:

  1. Do Your Research. Analyze your customers.
  2. Roll Out New Channels One at a Time.
  3. Implement the Right Tools and Technologies to Make Customer Service and Support on Multiple Channels Both Simple and Manageable.

We could not agree more. 

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How Health Insurance Providers Maintain Profitability with Language Services: Part 1

[fa icon="calendar'] Jan 26, 2017 9:42:02 AM / by Matt Schuh posted in Health Insurance, Language Services Data

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The Affordable Care Act (ACA) fundamentally shifted the health insurance landscape:

  • The requirement that health insurers accept policyholders regardless of preexisting conditions puts on the pressure to find additional opportunities for revenue and profits.
  • On the flip side, the individual mandate and Health Insurance Exchange have pushed a
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Language Services Data: More Awesome When You Have More Access

[fa icon="calendar'] Nov 23, 2016 12:27:52 PM / by Kathleen McBride posted in Language Services Data

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This is the age of insights, of turning numbers into data and data into value. We track and analyze to improve and refine – making operations more efficient and the customer experience more meaningful. You know your data’s important, but it can be tough to get ahold of it when your customer interactions are handled by third-party providers.

If you’re working with a more traditional language services provider, one who’s perhaps a bit outdated on the technology front, you know what we’re talking about. You don’t know where your call data is, or if it even exists. Your language services data is actually a gold mine of business intelligence and serious value.

Here, we’ll talk about three ways you could be using your language services data to better your business.

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Telephone Interpreting Data: 3 Reasons the Details Matter

[fa icon="calendar'] Sep 29, 2016 8:30:00 AM / by Matt Schuh posted in Telephone Interpreting, Language Services Data

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When your business relies on a call center to generate sales and support customers, you need as much information about your incoming and outgoing calls as you’re able to gather.

How much data do you have about your incoming and outgoing calls? How about when those calls require the assistance of your telephone interpreting service?

If you have a lot of data on the interactions between your call center representatives and your English-speaking customers, but almost no data on your interactions with Limited English Proficient (LEP)* customers, you don’t have the telephone interpreting call data you need.

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Language Services Data: Insights That Move You Forward

[fa icon="calendar'] Feb 19, 2016 11:15:00 AM / by Matt Schuh posted in Language Services Data

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Increase efficiency – it’s on the top of the list, no matter what industry you’re in, who your customers are or how you want to “change the world.”

But if you’re butting up against outdated technology and a severe dearth of data, you’re going nowhere fast – and that, we would argue, is the definition of inefficiency.

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