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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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Report: More Than 40 Percent of California Residents Speak a Language Other Than English at Home

Posted by The LanguageLine Solutions Team on October 26, 2017

More than 40 percent of residents of the nation’s most populous state speak a language other than English at home, according to data released this week by the United States Census Bureau. Nearly one in five of its residents age five and older are considered limited English proficient.

As of July 2016, California had a population of 39,250,017. Of this group age five and older, 44 percent spoke a language other than English at home. Meanwhile, 18.6 percent of California residents are considered limited English proficient (LEP), meaning they speak English less than “very well.” California ranks first among all states in both of these categories.

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Case Study: Doctor, Patient Break Down Communication Barrier with the Help of Dual-Handset Phone

Posted by The LanguageLine Solutions Team on September 26, 2017

Eight percent of all people living in the United States are considered limited English proficient, meaning they speak English less than “very well.”

This language barrier poses challenges in all aspects of life for LEPs, and especially when they visit a physician. One Cantonese patient at the Hospital for Special Surgery in New York has been faced with this obstacle again and again as he has dealt with a leg deformity that has required multiple operations to correct.

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Census: More than 20 percent of U.S. residents speak a language other than English at home

Posted by The LanguageLine Solutions Team on September 20, 2017

More than one in five people living in America speaks a language other than English at home, while more than one in 10 speaks Spanish, according to the latest United States Census Bureau American Community Survey.

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