Hi there,
ICMI’s research found that 69% of contact center leaders believe non-English call volume will increase over the next five years.This is shown by current demographics in the US:
- 20% of Americans prefer a language other than English – 1 in 5.
- 30 million people in the US speak English “less than very well: and likely unable to complete a service call in English.
These changing demographics impact metrics like first call resolution and average handle time. Watch this video about trends that impact your call center
Best,
Kylie Moss
Marketing Coordinator, Voiance
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