Webinar Presentation by BenchmarkPortal & CyraCom Tuesday, April 6 Study results: How to ha

March 24, 2010 - PRLog -- Announcement From BenchmarkPortal & CyraCom On An Upcoming Webinar

Study results: How to handle non-English calls - Webinar
“How to handle non-English calls: Managing costs and increasing efficiency”

Webinar Presentation presented by BenchmarkPortal & CyraCom
Tuesday, April 6    1-2 p.m. (ET); 12-1 p.m. (CT); 10 a.m. (PT)

In a recent study, 86% of call centers indicated that they receive calls in a language other than English. In recognition of the challenges presented by the language barrier as well as the opportunities to increase market share and customer satisfaction, we present to you the collective insights of call center managers across North America into how they manage non-English calls.

In this webinar, researchers from The Center for Customer-Driven Quality™ (founded at Purdue University), in conjunction with BenchmarkPortal and with the sponsorship of Voiance Language Services, have conducted a unique study to better understand the multi-lingual challenge facing call centers and best practices for handling non-English speaking callers.

Register Now! http://www.voiance.com/Webinar/040610.aspx?sc=purdue

What you will learn
•   Strategies and tactics to manage costs while increasing efficiency
•   Best practices from different industry segments
•   Key Performance Metrics (KPIs) to measure non-English calls
•   Advantages/Disadvantages of handling non-English calls in-house vs. outsourced solutions
•   Most desired improvement to Management Information Systems (MIS)

Speakers

Bruce Belfiore
Senior Research Executive
Center for Customer-Driven Quality™
Purdue Research Park Purdue University
Michael Edwards
Executive Vice President
Voiance Language Services
Member of the American Teleservices Association


Register Now! http://www.voiance.com/Webinar/040610.aspx?sc=purdue


About BenchmarkPortal
BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. We are still continually growing our database; already the world's largest, for call center metrics. For more information www.benchmarkportal.com

About Voiance
Voiance Language Services provides enterprise-wide multilingual support in over 150 languages, helping you to communicate with customers regardless of language spoken. Voiance services result in improved communication between you and your customers, facilitating 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 visit www.voiance.com or call 1-866-742-9080.

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BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. Founded in 1995 by Dr. Jon Anton, it provides reports, products and services for contact centers.