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Does Your Call Center Really Need a Language Services Provider?

Posted by Linda Brown on July 12, 2017

Considering that one in five Americans speaks a language other than English at home, it’s inevitable that your call center will have customers who prefer to conduct calls in their own native language.

You likely already have interpreters (or at least bilingual employees) on staff to meet these needs. Perhaps you’ve also considered working with a language services provider. If you don’t already have one, you could be missing opportunities to make stronger connections with customers.

Here are just a few ways a language services provider can add value to your call center.

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Case Study: Providing Language Access to a Swelling Immigrant Population

Posted by Sherri Gallant on July 10, 2017

Alberta Health Services provides health care and promotes wellness to a diverse community of 4.1 million residents in Alberta, Canada. AHS is Canada’s first and largest province-wide, fully integrated health system. It is comprised of 106 acute-care hospitals, almost 8,500 acute care beds, and nearly 24,000 continuing care beds. In all, programs and services are offered at over 650 facilities throughout the province.

All of this is to keep up with the fact that Alberta is Canada’s fastest-growing province. In 2014, Alberta's population-growth rate was more than twice the national average (2.9% vs. 1.1%, respectively).

 Alberta is also extremely diverse. From 2000 to 2015, Alberta’s share of Canada’s immigrant population more than doubled from 6.8% to 14.2%. Eighteen percent of Alberta’s population is made up of immigrants, with that number expected to climb as high as 31% within 20 years.

In fact, by 2036, half the Canadian population will either be an immigrant or second-generation immigrant, according to a recent study. In Calgary and Edmonton (Alberta’s largest cities) that number could reach 61% and 53%, respectively.

To say the least, managing language access for a patient community with exploding diversity is a massive undertaking. AHS has partnered with LanguageLine Solutions to provide much-needed language services to its patient population.

This article describes the eye-opening experience patients and healthcare workers are having with language access.

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Why Healthcare Employees Need a Mobile Interpreter App

Posted by Dillon Roach on July 6, 2017

In all sectors of the economy, technology and tools are being designed to enhance convenience, productivity, mobility, and ease of use. Language access in health care is no exception.

With the introduction of InSight for iPhone, a language interpreter app from LanguageLine Solutions, healthcare organizations can make even better use of professional interpreting services.

LanguageLine is already the leader in phone and video remote interpretation, with the capacity to connect clients to nearly 9,000 highly trained interpreters in more than 240 languages within seconds. InSight for iPhone puts that power in the pockets of healthcare workers.

Here are a few areas where it can add value:

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5 Ways to Reduce Hospital Readmission Rates Among Minorities

Posted by Suzy duMont-Perez on July 5, 2017

No patient wants to find himself back in a hospital gown shortly after being released. Yet hospital readmissions are all too common, often because of gaps in the transition between the hospital and their home.

Here’s a look at the challenges hospitals face in reducing readmission rates—particularly among minorities—and how they can overcome them.

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Measuring the ROI of Language Services In Business

Posted by Linda Brown on June 30, 2017

Doing business in the United States no longer means doing business exclusively in English.

One in five U.S. residents speaks a language other than English at home, according to the Center for Immigration Studies. When asked about their online purchasing preferences, the majority of those surveyed in a Common Sense Advisory survey said having information available in their native language would influence their decision to buy. The impact is most significant for the insurance and financial services industries; more than 85 percent cited language as a critical factor in their decision to purchase these services.

The potential for new revenue among these populations is one of the most significant reasons why companies invest in language services. Whether your customer contact takes place in-person, over the phone, or online, language services provide an opportunity to reimagine your business by removing cultural barriers. 

Unfortunately, most companies fail to take advantage of the full range of services available to them, resulting in increased costs and missed opportunities. If your company isn’t convinced language services has an impact on your bottom line, here are three factors to consider.

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Ensuring Effective Communication For Deaf or Hard of Hearing Patients

Posted by Suzy duMont-Perez on June 29, 2017

Effective communication between patients and healthcare providers results in shorter stays, reduced readmission rates, better patient satisfaction and more.

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#FinHealthMatters: The Role of Language In Financial Literacy

Posted by Greg Holt on June 27, 2017

For too many, the American Dream feels like a dream deferred.

The harsh reality is that more than half of all Americans (57 percent) struggle to manage their day-to-day financial lives, according to the Center for Financial Services Innovation. That’s 138 million people who aren’t thinking about saving, investing or retirement planning because they’re just trying to get by until their next paycheck.

Just as the medical community has called attention to the importance of physical fitness in combating health problems, the CFSI is sounding the alarm about the importance of being in good financial shape. Today is FinHealthMatters Day, a day dedicated to improving financial health for everyone. That includes not just customers of traditional financial services, but those still at margins or completely outside of the system. When consumers have good financial health, they make better decisions, are more economically stable and have a greater need for long-term services like retirement planning and wealth management.

Here’s a look at what financial health really means and what financial services firms and organizations advocating financial literacy can do to foster it among consumers.

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The Tool You Need to Bridge the Gap to Multicultural Customers Is Already in Your Employees' Pockets

Posted by Bob Gallagher on June 26, 2017

Believe it or not, a tool that could fundamentally change the way your business interacts with multicultural customers is probably in your employees’ pockets right now.

A mobile phone is already a necessity of daily life and business for most of us. With a mobile language interpreter app like our new InSight SM for iPhone, it can also be your gateway to reliable, accurate, and efficient communication with customers who speak a language other than English.

The limited-English speaking audience in America is much larger than you may realize. More than 25 million people residing in the United States – nearly 10% of the population – are considered “Limited-English Proficient.” This means they do not speak English as their primary language and they have a limited ability to read, speak, write, or understand English.

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INFOGRAPHIC: How Language Access Improves Patient Care

Posted by Suzy duMont-Perez on June 22, 2017

Language barriers in health care contribute to inefficiencies at the very least; at worst, they can impact patient care. Having the right language services in place improves outcomes for limited English proficient patients while maximizing staff efficiency and minimizing costs.

Here’s a look at how language access breaks down communication barriers at the most critical touchpoints, enhancing the patient experience at every stage.

 

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Infographic: How Language Access Helps Government Agencies Build Public Trust

Posted by Greg Holt on June 15, 2017

Government agencies must overcome language barriers to improve public service and build stronger relationships with their communities.

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