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Does Your Call Center Need a Language Services Provider?

Posted by Greg Marshall on March 29, 2019

One in five U.S. residents speaks a language other than English at home. Working with a language services provider offers an easy-to-implement opportunity to expand an addressable market.

Considering that one in five Americans speaks a language other than English at home, it is inevitable that your call center will have customers who would like to converse in their preferred language.

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CASE STUDY: How a Diverse New York School District Juggles 23 Languages with an Inspiring Access Program

Posted by The LanguageLine Solutions Team on February 14, 2019

Middletown schools blend over-the-phone, video, and face-to-face interpreting, as well as translation, to drive new levels of understanding between students, parents, and educators.

Middletown City School District (New York) places great value on diversity. Appreciating the eclectic nature of its student body is an active area of focus that sets the district apart nationally. As you’ll read in our new case study, Middletown goes far beyond minimum compliance requirements in an effort to level the academic playing field for English language learners (ELLs).

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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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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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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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NEW eBOOK: Multicultural Consumers & the Bank of the Future

Posted by Todd Sanislow on October 18, 2018

Banks, mortgage companies, consumer lenders, credit card issuers, payments networks, auto lenders and leasing entities are all staring into a future filled with disruption.

There has been much talk about the “bank of the future.” Conversation has centered on offering appropriate technology and channels, but there is one critical element that is frequently missing: language.

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Is Your Organization Ready for New Language-Access Laws Coming in 2018?

Posted by Suzy duMont-Perez on December 4, 2017

You may not realize it, but two laws aimed at improving communication with limited-English-proficient (LEP) beneficiaries will go into effect in 2018.

If yours is a home-health agency seeking to participate in Medicare or a health-insurance company that offers plans for employees, you will want to pay attention to these new laws so as to stay in compliance.

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Multicultural ‘Super’ Consumers Are Buying: Are You Selling?

Posted by Bob Gallagher on November 29, 2017

“Super consumers” are the superheroes of retail. Both emotionally and economically engaged with brands and products, they are the top 10 percent of households that represent at least 30 percent of sales, 40 percent of growth and 50 percent of profit in any given category. Any retailer not connecting with these consumers’ passions and enthusiasm may face struggles.

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Three Technologies That Are Improving Interpreter-Connect Times

Posted by The LanguageLine Solutions Team on November 9, 2017

When a customer takes time out of their busy day to call, every second matters, because every additional second they spend on hold stands to amplify their frustration.

It’s another second they’re not getting an answer to their question, another second to dwell on their problem, and another second to consider taking their business elsewhere.

For customers who need to connect with an interpreter, the wait can be even longer – but it doesn’t have to be.

Language access has evolved as the world has become more connected. Users are surrounded by smart, multi-function devices and expect to receive service anywhere and everywhere at any time. Fortunately, new technologies ensure that customer experience keeps pace with customer expectation.

When LSPs first came on the scene more than 30 years ago, the concept of a remote interpreter was novel. Decades later, our aim is to leverage technology in reducing wait times to mere seconds to ensure an optimal user experience.

Technological innovations are enabling faster connections to over-the-phone and video interpreters. Here’s a look at three of the latest advances and the impact they’re having on improving interpreter-connect times:

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How Marketers Are Using Language to Attract Multicultural Consumers

Posted by The LanguageLine Solutions Team on October 19, 2017

Driven by population growth and expanding buying power, multicultural consumers are transforming the ways marketers and advertisers use culture to connect with increasingly diverse consumer markets.  For businesses, this is why investments made now in language will pay off for decades to come.

Between 1990 and 2014, according to Nielsen, multicultural buying power increased from $661 billion to $3.4 trillion, and it will only continue to grow. Because the median age of the multicultural population is lower and the life expectancy longer than those of non-Hispanic whites, these consumers have significantly more effective years of buying power ahead of them.

We’ve already talked about why language services are critical to the future of retail, as well as how language services in retail can create the sort of personalized, experiential shopping environment that multicultural consumers are seeking these days.

 But no matter how wonderful your store’s shopping experience and customer service are, they’re only effective once someone is in the store. Let’s talk about how retailers are using language to market to multicultural consumers.

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