Enhancing customer’s experience in their own words

Customer experience can be a cornerstone when differentiating a business. As companies around the globe witness the continuous integration of markets across countries and continents, enterprises generate value by creating customer service experiences that are both multilingual and multicultural. As Anand Subramaniam, VP of Worldwide Marketing at eGains Communications Corporation puts its, multilingual, multicultural customer experiences (MMCE) are “delivered in the business and regulatory context of local markets and tailored to the language and culture of the customer”.

Anand gives a step-by-step approach as to how companies can determine their needs for MMCE and ideas to implement it in a customer contact center environment.

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