Contact Center Solutions Featured Article

Top 3 Multilingual Best Practices

September 25, 2013

A friend of mine just got back from Bali, and apparently he met an Indonesian girl and carried on an entire relationship using Google Translate on his mobile phone. Such adventurous dating could not have happened even four years ago. These same advancements in multilingual technology can also help make the contact center better at serving customers with diverse linguistic backgrounds.

The world is more global than ever, and companies now need to communicate with customers in more languages than just English and Spanish if they want to maximize sales and deliver a quality customer experience to all potential buyers.

Thankfully, major strides have been made in multilingual support and translation in the past few years. It is now possible to automatically translate support documents and web pages into several different languages for example — and do so with a surprising degree of accuracy.

With robust self-service options that are translated into multiple languages, it is possible to deflect up to 30 percent of incoming calls.

Also with the advent of the multi-channel contact center, agents now can also use these technologies to chat with customers in their own language through real-time translation. This can help the contact center support a much wider range of languages, and do so cheaply and easily.

SDL Global Customer Experience Management will cover this topic on Thursday during, “Top 3 Multilingual Best Practices for Global Multichannel Customer Support Operations.”

Business leaders will discover how to create significant customer support efficiencies and improve overall global customer satisfaction with a smarter approach to multi-language support as well as hear specific real-world examples of how large global enterprises have tested and proven these best practices in their customer support operations.

Edited by Stefania Viscusi