How to Manage the Continuously Emerging Caller Base of Latino-Speaking Clients
CallTalk Air Date: Wed, Nov 16, 2011
Host: Bruce Belfiore, BenchmarkPortal
Guest Host: Sondra Ahlen, SAVIC
Join host Bruce Belfiore & guest host Sondra Ahlen, Principal Voice User Interface Consultant, as they talk about the emerging caller base of Spanish-speaking clients. Ahlén will discuss the impact of the growing US Latino population on the design of English/Spanish automated phone systems, Latino customer satisfaction, bilingual customer service, call center productivity and profitability.
We launched a survey about your experience as a call center manager with Spanish-speaking callers. We will be discussing the results on the show.
Sondra Ahlén is the principal consultant and owner of SAVIC, a Voice User Interface professional services firm. Ahlén’s mission is to improve customer experience and return on investment through voice and web applications, with a focus on the US Latino community. With 20 years computers and linguistics experience, she has designed, translated, and tuned customer service applications across a broad range of industry verticals. Ahlén is a member of the Association of Voice Interaction Design; a frequent speaker at the SpeechTEK annual conference; and co-author of a feature article in the "Harvard Journal of Hispanic Policy.”