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The Financial Impact of the CMS Study is Huge. Is Your Call Center Ready?

Posted by Suzy duMont-Perez on January 21, 2019

A five-star rating could equal millions of dollars in bonus payments. We invite you to download our Guide to the 2019 CMS Call Center Monitoring Study to better understand CMS requirements and their impact on your organization.

The 2019 Call Center Monitoring Study, which is conducted by the Centers for Medicare and Medicaid Services (CMS), will launch in a few weeks. The impact of this process is profound.  Is your call center ready?

CMS carries out this study every year beginning in February. The study impacts quality ratings for Medicare Part C and D plans.

Based on their assessment and other factors, contact centers will be awarded a rating of 1 to 5 stars. This rating has a direct impact on how much money plans are reimbursed by Medicare and impacts a plan’s ability to attract and retain members.

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Four Contact Center Customizations that Delight Customers While Reducing Costs

Posted by Stephen Medina on January 17, 2019

Say goodbye to legacy call-center configurations. Four new capabilities exist that can increase limited-English customer satisfaction, increase productivity, and reduce costs.

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LINER NOTES: Why Interpreters ‘Make Really Lousy Spies’

Posted by The LanguageLine Solutions Team on January 14, 2019

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Three Surprising Diversity Statistics That Could Help Shape 2019

Posted by The LanguageLine Solutions Team on January 3, 2019

North America grows more linguistically and culturally diverse each year. There is a great deal of nuance within these population shifts.

Courtesy of the Pew Research Center, these statistics stood out to us as ones that could shape trends for 2019.

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Two-Way Radio Wrinkle Gives Police Instant Access to Interpreter Services

Posted by Greg Marshall on December 21, 2018

Each of us has a resolution for when the calendar turns – a goal to take something old, give it a wrinkle, and make it new again.

The portable two-way radios worn by police officers and other first responders are getting a similar rejuvenation. This new language-access upgrade to an existing technology empowers emergency workers to instantly reach interpreter services when every second counts.

The result is a better outcome for all concerned. Police and community members are able to quickly communicate in a streamlined fashion that saves time and money. Most importantly, the community benefits as officers are able to swiftly harness interpreter services and thus communicate more effectively.

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Police Department Uses Video Interpreter App to Communicate with Deaf Community

Posted by The LanguageLine Solutions Team on December 13, 2018

When it comes to communicating with the police, citizens with hearing difficulty frequently have a hard time feeling heard.

Police Officer Erik Osterkamp of Bellingham, Washington, remembers responding to a car accident where one of the parties was deaf.

“I could tell he was angry,” Osterkamptold Newschannel KIRO-7. “But his ability to communicate and my ability to understand what he was saying—there was a huge gap.”

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How Bilingual Call Centers Can Handle Overflows – and Delight Multicultural Customers in the Process

Posted by Greg Marshall on December 6, 2018

The Funnel is dead. Long live the Flywheel.

For years, organizations tracked sales based on where the prospect was in the “funnel,” which focused on generating traffic, then converting and closing leads.

The problem? Funnels produced customers, but they didn’t consider how those customers could help an organization grow. The momentum that was built in acquiring the customer was gone once the sale closed. Each day, funnel-devotees had to start anew; meanwhile, the customer became an afterthought.

Enter the flywheel, which puts the customer at the center. In this model, just as much attention is devoted to servicing and delighting the customer as the prospect.

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Asian-American Consumers: What the Financial Services Industry Needs to Know

Posted by Saul Schulman on December 3, 2018

As the fastest-growing ethnic group in the country, Asian-Americans make up an important market segment for a variety of industries.

Because they are also the most affluent and educated of any U.S. racial or ethnic group, they are a key market for personal financial instruments.

Here’s what the financial services industry needs to know to reach this important demographic.

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Why Hire a Language Services Provider When You Can Use Freelancer Interpreters?

Posted by Matthew Riley on November 26, 2018

These days, it’s easier than ever to find an interpreter or translator. A simple search for “interpreter” yields more than 43 million results.

The vast majority of interpreters and translators — 93 percent, according to the Contract Interpreter Information Center — are in business for themselves as freelancers or independent contractors.

Many of them do a fantastic job, but until you actually start working with them, it’s almost impossible to tell the difference between a high-quality interpreter and someone who’s barely getting by.

A good language services provider does the legwork of vetting, hiring, training, and scheduling quality interpreters and translators for you, which can save you a lot of time, frustration, and money. More importantly, it ensures that your customer’s experience will be a positive one.

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How Healthcare Providers Can Fix Their Hang-Up Problem

Posted by Greg Marshall on November 20, 2018

Imagine you speak limited English. You’ve recently gone through surgery. The in-language experience at the hospital was excellent, as you were provided with interpretation at every point from registration to discharge. You return home feeling confident in your prognosis.

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