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Voiance shares insights into managing multilingual contact centers

Apr 27, 2010

Voiance Language Services, one of the leading providers Over-the-Phone Interpretation (OPI) in the United States, announces a webinar presentation in which it will share insights into the management of multilingual contact centers. In the webinar, Voiance management will present best practices learned from operating two US-based interpreter centers which employ hundreds of bilingual and multilingual agents.

The presentation was motivated by findings of a research study, conducted by the Center for Customer-Driven Quality (founded at Purdue University) and sponsored by Voiance, into the handling of non-English calls at US-based customer contact centers. In the survey of 230 customer contact centers, it was found that nearly half (45%) of the respondents were employing bilingual agents in addition to using Over-the-Phone Interpretation.

The lead presenter during the webinar will be Voiance’s Director of Call Center Operations, who is an industry veteran with 12 years of operations management experience in a multicultural environment. Attendees will learn insights into bilingual agent recruitment, quality monitoring of non-English calls, and the effective management of multicultural teams.

The webinar will take place on May 25th at 1 pm (ET). Webinar registration is free and can be accessed at

About Voiance

Voiance Language Services provides multilingual support in over 150 languages to companies operating customer contact centers. Voiance services facilitate communication between you and your customer, resulting in higher customer satisfaction and retention Voiance, through its parent company CyraCom International, Inc., has been in business since 1995 and is one of the largest providers of over-the phone interpretation services in the United States.

For more information regarding Voiance’s suite of telephone and video interpretation, document translations and interpreter assessment and training services, please e-mail info@voiance.comor call 1-866-742-9080.