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Did you know that the contact center industry is poised to grow by 190 billion dollars in the next 6-10 years? Taking advantage of that growth is on everyone’s minds, and you can do it by building your reputation as a company that truly delivers on high-quality language ability. Here’s how you can find and showcase great communicators in your organization to win, grow, and retain business for your contact center.

Have you ever made a customer service call that left you feeling frustrated, defeated, and no closer to solving your original problem? 

As the world gets back to normal after the COVID-19 pandemic, many companies have undergone a digital transformation and are looking for better processes to hire employees. More and more companies are turning to AI to supercharge their hiring process. 

Many companies make bold claims about what their product or service can do, but few can articulate why it matters. Emmersion proves language ability. So what? Emmersion’s mission is to close the global communication gap by proving the language ability of job applicants and learners. In the global economy, it’s becoming more and more important to prove competencies in order to gain access to opportunities.

At Emmersion, we are all about the data backing our solution. Our mission is to close the global communication gap. One of the main methods we accomplish this is by providing actionable data to our clients.

When I consider an enterprise software solution, I like to match up the features from each consideration. Sometimes I learn about important features that weren’t originally in my consideration set. Once I have a solid understanding of what I am looking for, I proceed to evaluate firms with the options that I need and eliminate firms that are not capable of delivering on my needs.

Many contact centers are in a constant state of turnover and hiring. Either as a result of growth and success or poor recruiting for call centers and other outsourced positions and jobs. High turnover or high growth can put a significant strain on the organization.

Operating a contact center efficiently and profitably is a difficult task. It is only made more difficult with unpredictable events such as COVID-19 that have accelerated the need for digital transformation and workplace flexibility. In the last decade, as I built an offshore business process outsourcing (BPO) focused on staffing software developers and a 500-plus-seat market research contact center, I constantly looked for an edge in recruiting and customer satisfaction. Every contact center manager and executive is looking to: 1) hire and retain the best talent and 2) improve customer satisfaction (CSAT) scores in order to increase the bottom line. For onshore, offshore, and nearshore bilingual staffing, accurate language screening plays a crucial role in recruiting, retention, and customer experience.

I have the pleasure of leading our customer success team here at Emmersion. As our department name implies, the customer success team has the responsibility of ensuring that our customers find success using our language testing system. In onboarding new customers, before we jump into training and implementation, we start by asking them about their business goals and objectives.

Yes, it is still important in a down economy!