Is Omnichannel Language Support in your Contact Center Strategy?


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It’s a $40 billion industry and the fourth fastest growing according to Common Sense Advisory. But the language industry is possibly the largest industry sector you have never heard of. Yet, as we know, language is crucial in providing a great customer experience. In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy.

Learn why omnichannel language support is needed in your contact center. Click to Tweet

Enabling easy access to omnichannel language support has been a challenge for most organizations. But the demands of the past may have allowed for that to be acceptable. And managing language services has not been on the top of a contact center leaders list.

But the need for language support services with globalization and the increases in omnichannel support combined with an organization’s push to work more effectively cross functionally, you must be more proactive.

Managing Language Support

To get a better understanding and grip on managing your omnichannel language support, to be able to deliver a non-native language customer experience that engages, you need proper tools.

Because of this growing need, I was glad to meet up with Matt Schuh of Globo and learn about their Globo HQ solution and related services at ICMI’s Contact Center Expo.

Watch Matt Schuh of Globo on Omnichannel Language Support in Contact Centers Click to Tweet

Unified Language Services Management

Globo HQ is a platform that gives your contact center the ability to access any channel language support. You can order on-demand support or schedule ongoing projects. Manage, track and visualize every detail with real-time insight into usage data, service-level data, call data and population data – all numbers specified by language, all reports customized to your needs.

Other departments may also be using language services. Via Globo HQ you can view across the enterprise the use and spend for language support. This visibility gives executives the opportunity to see what’s happening so they can manage costs as well as compliance and make the best decision.

About Globo

GLOBO Language Solutions, LLC. operates as a language and cultural services company. The company offers on-demand human interpreters and translators to help clients to communicate in various language, culture, business, and vertical markets. Its services include telephone interpreting, video interpreting, marketing and social media, short message translation, face-to-face interpreting, project-based translation, translation and localization, consulting, and language learning. The company serves hospitality, legal, government, healthcare, life sciences, marketing communications, social media, mobile, insurance, financial services, and technical industries, as well as contact centers and utilities. GLOBO Language Solutions, LLC was incorporated in 2010 and is based in Fort Washington, Pennsylvania. Source: Bloomberg

Bringing language services into the modern era

Jeannette Stewart, cofounder of Translation Commons, a nonprofit aiming to unite the diverse sectors within the language community to encourage cross-functional collaboration and former CEO of CommuniCare, a life-sciences translation company with offices in London, Paris, Athens, Budapest and Los Angeles shared with me some insight into the language services industry.

It is a horizontal layer covering all global commerce and enhancing global communication. Whereas translation and interpreting have existed from antiquity, today the language industry has become considerably more sophisticated and facilitates the growing digital global commercialization.

Global communications and worldwide connectivity are creating unprecedented localization requirements. This is being enabled to a growing degree by technology. Yet the foundation of all translated texts is still human translation.

Translators are people

Translators form the foundation upon which the rest of the Language Industry edifice is built. Translation has a long history and comprises skill-sets and specialisms depending on the languages involved, subject matter, target audience, technological platform and so on.

When we consider that there are over 7,000 languages in use across almost 200 countries, we begin to sense that the scope of translation must be as broad as the earth is long. Given also that some languages are in much greater use than others and have developed an extremely sophisticated lexis, our view of global communications takes on many additional shades of grey lying between the black and white of source and target pairings.

Essential to communicating

Translators are a human resource essential to communicating all manner of subjects in all manner of forms. Without them products and services would not have the reach they now seek to fulfill.

Sales and support would be strictly confined to their country of origin without language support. Financial and legal sectors would be similarly static in their activities. Engineering and science too.

Sales and support would be strictly confined to their country of origin without language support. Click to Tweet

Are you ready to get proactive with language support?

If you don’t want to get caught off-guard with this ever-growing (and complex) demand in omnichannel language support contact Matt Schuh at: matt [at]

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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