How to Turn Your Call Center Agents into Global Communicators
September 14, 2011 TIME: 12:00PM EST/9:00AM PST

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, email, 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.

What 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 customized translation preserves product, brand and industry terminology.
  • 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 customers and 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, Lionbridge

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.

 

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.

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