Language Technology: The Future of Employee Engagement
Good companies are dedicated to providing exceptional customer experience (CX). They prioritize going above and beyond to please their customers, ensure their loyalty, and encourage them to recommend their products or services to others. After all, customers are the lifeline of any business. Great companies prioritize employee experience (EX) just as much as they do […]
The New Era of Customer Experience: Industry Experts’ Insights from the CXFO Travel & Leisure Industry Council
The Travel & Leisure Industry Council event was hosted by ChatLingual in collaboration with the Customer Experience Foundation (CXFO) in July of 2022. Attendees included representatives from Air France–KLM, Great British Railways, Imperial War Museums, HGS, Quantanite, Concentrix, Amex GBT, Expedia Group, ChatLingual, and CXFO. These twelve customer experience leaders were invited to participate in […]
How to Successfully Deliver Multilingual Customer Support – A CCMA Good Practice Guide
Retaining knowledgeable and engaged customer service staff is one of the biggest challenges for contact center operations. And these challenges are amplified when you add multilingual customer support into the mix. Global businesses may have collectively agreed on English as a primary language, but on an individual level, people will always prefer their mother tongue. […]
5 Strategic Tips for Leading a Multilingual Contact Center
Many innovative, global brands struggle with this one crucial component when creating a CX strategy – language. Companies have been struggling to recruit, hire, and retain advisors with language skills for years, and allocating those limited language resources during support peaks and valleys is an ongoing challenge. Why is native language support a component of […]
CCMA and ChatLingual Explore CX and Operational Fluency for Multilingual Contact Centers
Across the UK and Europe, hundreds of brands operate across multiple markets—many of which speak entirely different languages. This creates hurdles for brands as they aim to cater to individual customers in each market. The fact is that 40 percent of customers will not buy products or services that do not speak their native language. […]
Multilingual CX Essentials for Customers in 2023 (Webinar)
The New Normal for Customer Expectations Since the pandemic, there’s been the Great Resignation, the war for talent, and a cost of living crisis, so why are companies treating their customers like the old days? The global consumer landscape has changed–there’s a level of resiliency that hasn’t been seen before. Customers are sensitive about their […]
How to Optimize Contact Center Staffing to Meet Seasonal Demand
Seasonal workers are a temporary fix for businesses that experience fluctuations in demand during certain time periods and even more so for businesses that support global customers. Contact centers in general will always experience ups and downs in caseloads. This leads to staff becoming overwhelmed during busy periods, and overspend during quieter times. What businesses […]
Multilingual Chatbots: What are They and Why are They Important to Customer Experience?
Many businesses are focusing on the customer experience (CX) as a way to differentiate and beat the competition. For multinational corporations, part of the CX is delivering localized experiences in their customers’ native language, while respecting cultural differences. Sadly, businesses today are still struggling to deliver on this. There is soaring demand for multilingual candidates […]
Top Skills to Consider When Hiring Customer Support Agents
Every contact center manager shares a common objective: to hire competent support agents with the right skills for the role. Though the desired hard skills will vary from business to business, there are universal soft skills that all great agents share. Modern support agents are specialists in human connection. But with an operating environment that […]
How to Centralize and Consolidate Your Multilingual Contact Center
The English language may cast the widest net when it comes to global customer service, but is it the best approach? By today’s customer experience standards, companies should no longer be settling for a one-language-fits-all model. Be better, be multilingual. Multilingual customer support is where businesses make the effort to speak the native language of […]
