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 How to Turn Your Call Center Agents into Global Communicators

This webcast was originally broadcast on:

Wednesday, September 14, 2011 12:00 PM EDT / 9:00 AM PDT

Real-time automated translation can improve your bottom line by enabling you to reach, engage and support your non-English speaking customers in their native language. By making web-based support content and online chat sessions instantly available to global customers in the world’s top languages, call centers can increase revenue and customer loyalty while reducing support costs.

Attendees will learn:
  • How to turn English-only speaking agents into global communicators
  • What makes customers and prospects twice as likely to buy
  • How to extend user-contributed web content to global markets
  • What factors increase first-contact resolution of support issues
  • How to preserve the linguistic integrity of brands across all languages
  • What integration and security issues should be considered

    Who should attend?
    Call Center, Global Marketing, and Customer Experience executives responsible for increasing revenues and / or reducing expenses while engaging customersand prospects around the world.


    Presenters

    Yvonne Cekel
    Vice President, SaaS and Communities,
    Lionbridge

    Yvonne Cekel is the Vice President of SaaS and Communities for Lionbridge. Cekel manages strategy and operations for expanding and opening the Lionbridge language technology platform, including its advanced, web-architected translation memory technology, to clients and translators worldwide through a hosted service model. Cekel has more than 20 years of experience in building and growing successful go-to-market strategies for Software-as-a-Service (SaaS) and enterprise applications for companies such as SoundBite, OneSource Information Services, and Transparent Language. Cekel spent her early career in the application development industry. She earned her MBA at Harvard Business School and her BSBA from Babson College, and is also a CPA.


    Saul Marcus
    Senior Product Manager
    GeoFluent, LionbridSAUge


    Saul Marcus is the Senior Product Manager for GeoFluent real time language translation at Lionbridge Technologies. Marcus holds both bachelors and masters degrees in computer science and has over twenty years of product management experience in new product introductions in systems and software, most recently with cloud computing. Previously, Marcus held product management positions at HP, EMC, and Iron Mountain.

    Moderator


    John Lahtinen
    Community Development Editor
    TMCnet

    John Lahtinen is Community Development Editor for TMCnet. He has more than 15 years of combined professional and educational experience involving news, education, and marketing. John holds a master's degree in journalism from the S.I. Newhouse School of Public Communications at Syracuse University and a bachelor's degree in English from the State University of New York at Plattsburgh.

    Sponsored by: