As many societies become more linguistically diverse and cross-border trade continues to increase, the need for multilingual customer support is rising. In a first ever large-scale study, ICMI (International Customer Management Institute) – in collaboration with CyraCom – surveyed over 400 customer service management professionals about their multilingual support options. In this presentation, you will be guided through the main findings of the study and learn from several case studies of multilingual customer support programs at Fortune 500 companies. The presentation will look at the current state of multilingual customer support and evaluate the opportunity for language services and the use of telephone interpretation.
Ivan Venzin is the Director of European Business Development at CyraCom, the second largest provider of interpretation services worldwide. For the past 5 years, Ivan has led CyraCom’s marketing department in Tucson, USA, supporting the growth of the company from $25 to over $90 million in revenue. Currently based in Switzerland, he now leads CyraCom’s European activities, focusing on developing new markets for phone interpretation. Ivan has a Master’s degree in Economics from the Copenhagen Business School.