The Importance of a Multilingual Customer Experience
Global businesses know first-hand how complex it is to serve an international customer base who represents diverse languages, cultures, and regions. There are many challenges when doing business on a worldwide scale; in this article, we’ll highlight one hurdle in particular: enabling your customer support teams to provide multilingual customer support. It is not realistic […]
4 Tips for Designing and Implementing a Multilingual Support Strategy
Creating a multilingual support strategy takes time, so here are some best practices to help you move faster. Consider the following steps as part of your new multilingual support strategy: 1. Understand the Target Market If you plan to expand multilingual support to a new location, understanding the target market is essential. What dialects are […]
Research and Tips for Operating a Multilingual Contact Center (Webinar)
Watch the full research and panel discussion in the video below: The following industry leaders participated in the insightful discussion: Stephen Yap, Research Director, CCMA Jason Stanton, Director of Sales Operations, WEX Justin Custer, CEO, ChatLingual Do’s and Don’ts of a Multilingual Contact Center Companies that support customers on an international scale should provide native-language […]
Solving Staffing and Operational Challenges for Multilingual Contact Centers
Troubling Turnover Trends It’s no secret that the COVID-19 pandemic put contact centers through the wringer. Overnight, governments around the world implemented mandates that required people and companies to change how we work, moving from in-office to fully-remote settings. As society continues to adapt to the new requirements and changes in sentiment, companies are required […]
How Retailers Can Win Against the Challenges of Seasonality and Multilingual Support
Obsolete Contact Center Technology Hinders Growth Did you know global e-commerce sales reached $4.9 trillion in 2021 and are expected to increase to $7.4 trillion in 2025? What a huge opportunity for brands to win in a rapidly growing market! With this already massive and increasing spending by consumers, brands will need to support even […]
10 Ways to Boost Contact Center Employee Morale
Customer support agents are the backbone of contact center operations but it’s no secret that the customer service attrition rate is notoriously high. The Harvard Business Review cites customer support turnover as high as 45 percent—twice the average turnover in other departments. Moreover, research from a 2022 NICE WEM Global Survey shows that this number […]
The Multilingual Customer Service Challenge (Webinar)
Multilingual Customer Care Supports Globalization Since the dawn of globalization, companies have struggled to identify the best way to serve customers in their native language. For years, the common practice has involved hiring, training, and retaining customer service agents who speak the same language as the country where the business operates. However, in today’s economy, […]
Top 11 Customer Support Blogs for Innovation Leaders
If customer support were easy, we would all be experts. The reality is, customer support and the customer experience landscape is ever-changing. Many of the strategies businesses once used to understand and communicate with their customers are obsolete. However, the core desire for brands to satisfy and retain customers hasn’t (and shouldn’t) change. You want […]
The Next Generation of Multilingual Customer Support
Famed business strategist Roger Martin, a former dean of the Rotman School of Management at the University of Toronto, has advocated for a new approach to managing contact centers (or “decision factories” as he calls them). He argues the cycle of scaling staff is not only inefficient — especially hiring for positions that recently turned […]
The Trouble with Staffing, Managing, & Scaling Multilingual Contact Centers
The Messages and Agents Lost in Translation Behind the glass windows of the United Nations are the most respected and influential interpreters on Earth. Their job is to translate almost 7,000 distinct languages into the six official languages used by the delegates from United Nations’ member states. To make this possible, the United Nations’ Department […]
