Blog Archives

Why a Bilingual Family Member or Friend is Never a Good Substitute for a Medical Interpreter

Posted on February 23, 2023September 14, 2023 by admin

7 min read

The notion that a bilingual family member or friend can act as an interpreter has repeatedly proven to be a repeated problem, especially in hospital settings where sensitive information needs to be passed between a doctor and a patient. A family member or friend should never carry the burden of telling someone they love that they have a life-threatening condition or diagnosis – nor are they trained to do so.

In the US, 67.8 million people speak a language other than English at home, and that number is expected to grow. Partnering with a trusted language service provider (LSP) is the best way to ensure that limited English proficient (LEP) patients, customers, clients, etc., receive the same treatment and access as their English-speaking counterparts.

Medical Interpreters Do More Than Interpret Spoken Language

A qualified medical interpreter does more than interpret words. They read the room, understand the meaning of what’s being said, recognize body language, and are knowledgeable of cultural nuances to ensure that nothing is lost in translation and that cultural customs aren’t barriers to care. While a family member may be hesitant to use certain language in front of a relative and work around it with different wording (especially for intimate questions), an interpreter has the training to remove themselves from the situation, being sure that everything is communicated accurately and professionally. It’s also extremely dangerous and sometimes fatal for patients not to have a professional interpreter to communicate with their healthcare provider. Medical interpreters are fluent in the Health Insurance Portability and Accountability Act (HIPAA) and the importance of confidentiality, whereas a bilingual individual acting as an interpreter wouldn’t necessarily have the training to understand the significance of privacy regulations.

The Dangers of Not Having a Qualified Medical Interpreter

In one instance, according to NPR, a nine-year-old Vietnamese child was taken to the emergency room by her parents, suffering from symptoms of an apparent stomach flu. Her parents didn’t speak any English and the hospital did not have an interpreter to facilitate communication. Hospital staff instead spoke English to the young girl and her 16-year-old brother, sending the family home with written instructions (in English) after prescribing her a medication not typically meant for children. The instructions, unbeknownst to the parents, said for the girl to return to the hospital immediately if she experienced specified side effects. She had an adverse reaction to the medicine and died of a heart attack. The doctor and hospital paid $200,000 in damages to the unfortunate family who lost their daughter over a communication discrepancy that could have easily been avoided.

Opportunity to Help Your LEP Patients

Partnering with Language Services Associates ensures that your medical facility can connect patients and doctors to qualified medical interpreters in seconds. Interpreters are familiar with concepts and terminology from various medical specialties and are well-versed in healthcare regulations and ethical standards. Whether it’s video, over-the-phone, or in-person interpretation, partnering with LSA provides access to over 235 languages within seconds, from a network of over 6000 interpreters who have undergone a rigorous six-step assessment process to be approved to work on our platform. Take advantage of our customizable solutions and connect with a medical interpreter who has the experience and knowledge to provide accurate communication. It saves lives.

If you have bilingual staff, our Language Assessments & Testing program can gauge the language proficiency and interpreting ability of your dual-role bilingual employees according to industry standards. This ensures compliance, reduces risk, and allows your facility to offer the highest quality care.

Learn more about LSA’s interpretation and translation solutions for healthcare today!

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.

About LSA

Language Services Associates (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For more than 2,000 clients worldwide, in more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, financial and banking, insurance, entertainment, hospitality, and manufacturing industries.

Breathe New Life into Language for This Year’s International Mother Language Day

Posted on February 21, 2023September 14, 2023 by admin

8 min read

There are over 7,000 languages spoken throughout the world, with 2,400 in danger of becoming extinct. Many of these are native languages spoken by Indigenous people around the globe, that have ties to unique histories and cultures – histories and cultures on the precipice of dying out with the languages themselves. Without recognition and qualified language support, the disappearance of these native languages can put people at risk.

International Mother Language Day is observed annually on February 21st to raise awareness and celebrate the importance of linguistic and cultural diversity. The United Nations Educational, Scientific and Cultural Organization (UNESCO) approved the holiday in November 1999, and the UN officially recognized it in 2002.

The day serves to highlight the importance of multiculturalism, and to support the preservation of languages spoken by people throughout the world. Protecting language and culture effectively safeguards against inequality, discrimination, and alienation of populations, advances inclusion, and allow various cultures and worldviews to coexist.

Not Having a Reliable Language Provider Can Have Dire Consequences for Indigenous Peoples

In September 2022, the west coast of Alaska was devastated by Typhoon Merbok, forcing the Chevak Native Village and the City of Chevak to declare a state of emergency. The Federal Emergency Management Agency (FEMA) hired a translation company to convert information about applying for disaster recovery assistance into two Alaska Native languages – Yugtun and Iñupiaq.

According to Alaska Public Media, numerous sources said the translations received were not accurate, leaving approximately 13,000 people without the translated documents necessary for getting help.

Linguist Gary Holton, who spent 20 years documenting Alaska Native languages at the University of Alaska Fairbanks’ Alaska Native Language Center, said that whoever translated the documents into Yup’ik lifted phrases from the Rubtsova texts – a collection of language and folklore from Far East Russia published in the Soviet Union in the 1940s.

Holton pointed out that the translations were nonsensical, noting that where FEMA’s news release read “State News Desk,” the translated version read, “when she said so, the dog ran farther off from the curtain.”

Tara Sweeney, the former Assistant Secretary of Indian Affairs, told Alaska Public Media, “There’s a lot of that historical trauma of being beaten in schools because they were speaking their Indigenous languages, which is why there’s a generation of us in Alaska that struggle with fluency.”

FEMA took responsibility for the incident, fired the agency that did the translations, and immediately had them corrected. Fortunately, no one was denied aid.

Not a single person should be denied help during an emergency because of the language they speak. Understanding the significance of language access during an emergency is critical, and speaking a native language is not a reason to receive lesser services or no service at all. Partnering with a reliable language service provider can be a game changer for people who speak languages of lesser diffusion (like Yugtun and Iñupiaq, these are native languages spoken by a small population in a geographic area) and the organizations that aim to help them.

Education and a Reliable Language Service Provider Help Keep Languages Alive

On their website, UNESCO explains, “Globally, 40 percent of the population does not have access to an education in a language they speak or understand. Nevertheless, progress is being made in multilingual education with growing understanding of its importance, particularly in early schooling, and more commitment to its development in public life.”

International Mother Language Day serves to recognize and revive languages that are vanishing or on the verge of dying out. By educating people about the importance of language and its ties to rich cultures and histories, it encourages people to continue learning these languages, and can prevent awful mishaps like what occurred in Alaska from happening again.

Language Services Associates (LSA) provides native language support with a team of highly qualified, carefully vetted interpreters and translators. We understand the importance of accurate, culturally appropriate language conversion, and offer customizable services to ensure that your organization can communicate with LEP populations clearly and effectively.

Learn more about Language Services Associates’ interpretation and translation solutions today!

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds. 

About LSA  

Language Services Associates (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For more than 2,000 clients worldwide, in more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, financial and banking, insurance, entertainment, hospitality, and manufacturing industries.  

Language Services Associates, Inc. Renews Partnership with The Philadelphia Union

Posted on February 6, 2023August 31, 2023 by admin

3 min read

PRESS RELEASE

FOR IMMEDIATE RELEASE:

Media Contact:
[email protected]

HORSHAM, PA. (February 6, 2023) –Language Services Associates, Inc. (LSA) today announced that, after a successful first year, it officially renewed its partnership with The Philadelphia Union for the 2023 Season.

The focus of the partnership will continue to be on promoting language access and optimizing the Fan Experience for the Limited English Proficient Union Community.

“LSA’s 2022 partnership with The Philadelphia Union proved to be the perfect pairing of sporting and language excellence,” said Scott Cooper, President of LSA. “We’re ready to support the Union as their Official Language Services provider and multilingual MVP for 2023.”

“We initiated our partnership with LSA last season in order to allow the Union to reach new audiences, and we achieved exactly that,” said Philadelphia Union Chief Revenue Officer, Charlie Slonaker. “We’ve been able to expand our communication efforts within the team, as well as with our fanbase. We’re excited to be able to continue this relationship as we look to further connect with fans in effective, meaningful ways.”

The partnership will expand on a variety of creative pairings including the Player Interview Series, where players share their favorite Philadelphia Union memories and stories in their native language, as well as several new fan engagement initiatives, rooted in language access. The Union will continue supporting these efforts by utilizing LSA’s vast network of highly skilled linguists in over 230 languages to increase communication to their vast Limited English Proficient fanbase.

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Language Services Associates Presenting at 2023 Delta Purchasing Alliance Member Summit

Posted on January 18, 2023June 21, 2023 by Daniel Kristie

3 min read

On Thursday January 19^th, 2023, Language Services Associates’ (LSA) Jerry Lotierzo, Strategic Sales Manager – GPOs, is heading to the yearly Delta Purchasing Alliance (DPA) Member Summit in Las Vegas, Nevada. Jerry will be representing LSA among a select 25 members that will be in attendance from some of the nation’s largest Federally Qualified health Centers where Interpreting services are required. Working alongside CEOs, CFOs, other DPA members, and health center finance, operations, and purchasing staff, Jerry will be presenting how LSA can partner with DPA members to provide solutions to make their community health centers more efficient through language access. As the only language provider presenting at the summit, we are honored to have Jerry share our story, history, philosophy, and our customizable solutions to meet every client’s needs.

Learn more about how LSA’s customizable solutions can make healthcare more equitable at your facility.

Contact: Jerry Lotierzo at 800.305.9673 X55335 or [email protected]

About LSA

Interpretation vs. Translation: Understanding the Key Differences

Posted on January 10, 2023June 21, 2023 by Daniel Kristie

7 min read

Interpretation and translation both promote breaking down language barriers, facilitating communication, and bringing cultures together. And while most people use the terms “interpreter” and “translator” interchangeably, the two disciplines require a different skill set and are rarely conducted by the same people. Outside of the language service industry, the terminology can be confusing. Understanding the intricacies of each unique medium will make it easier for organizations looking to partner with a language provider to acquire the solutions they need.

The first major distinction between interpretation and translation is that interpretation is spoken, and translation is written. On the surface, this is the defining characteristic that sets each apart from the other. But let’s take a deeper dive into three key differences.

1. Translation is Performed Over Time, Interpretation is Immediate

Interpretation is executed in real-time either over the phone, in person, or via video. During conversation, an interpreter needs to listen for, not only the words being spoken, but also the nuances, meanings, and tones being delivered. In many languages there are words that don’t always have an exact equivalent in another language. In these cases, an interpreter will have to think quick on their feet to render the meaning of what is being said and keep the conversation moving without losing accuracy.

Since translation renders the meaning of the written word from one language to another, it doesn’t entail the same immediacy as live interpretation. Translation occurs subsequent to the development of the source and affords the translation team time to utilize terminology resources, parallel texts, specialized technology, and other support tools to ensure the text is translated exactly as the author intended.

2. Fluency and Direction

Interpreters need to be fluent in both languages they work with. During quick back-and-forth exchanges the ability to instantly understand what is being said and relay that information accurately is critical to the task at hand. They need to work well under pressure and have superb communication skills.

While translators need native fluency in the source language as well as the target language, they only work into their native language. They must have remarkable comprehension skills and an almost innate ability to transfer from the source language to the target language. They have the option of consulting terminology resources, specialized subject-area reference material, and making use of the most current technology to support their work.

3. Collaboration

While both interpretation and translation require teamwork, the people they work with are quite different. Interpreters work directly with clients and their limited English proficient customers or patients in real–time. They depend on their memory and fluency in the two languages to quickly work with each speaker in the absence of any external tools or resources for support.

In translation, a project can go through several stages and edits, and involve a team of translators, editors, proofreaders, and project managers all working together to assure that the intended meaning of the original material is kept intact. Translators rely on their expert reading comprehension skills, and their ability to accurately render written material into the target language.

Interpretation and translation are closely related in that they bring cultures together and remove language barriers; however, the skill sets required are ultimately quite different. Understanding these key differences can make it easier to navigate the solutions offered by language service providers.

Learn more about LSA’s interpretation and translation services today!

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.

About LSA

Language Services Associates Named One of the World’s Most Active Translation & Localization Professionals on Social Media

Posted on January 4, 2023June 21, 2023 by Daniel Kristie

4 min read

If a company is only as good as its employees, then Language Services Associates (LSA) is doing something right. DSMN8 – the premier Employee Influencer Platform – named LSA among its top ten in their “World’s Most Active Translation & Localization Professionals on Social -1k” list.

Collecting data from thousands of companies, LSA’s employees rank among the highest when it comes to sharing LSA-related content across numerous social media platforms. Representing the language service provider’s talent, culture, inclusivity, and brand, LSA’s staff share in the “We Help People” philosophy that energizes the company and allows it to continue assisting organizations and their limited English proficient customers communicate.

LSA’s employees regularly increase company awareness, boosting website traffic, and generating new business for the organization, helping it grow, and showcasing the pride taken in their everyday work and goals. As influencers, LSA’s employees display how much LSA effectively engages with its staff, and includes them in key decisions, while increasing its reach and allowing everyone to have a voice.

For over 30 years LSA has been the leading language provider in the industry, offering flexible solutions for its clientele, keeping it at the forefront of translation and interpretation services. By utilizing the forward-thinking and creativity of its staff, LSA continues to thrive in a highly competitive ever-changing field.

For more information and to see the complete “World’s Most Active Employees on Social” list, please click here.

About LSA

Language Services Associates (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For more than 2,000 clients worldwide, in more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, financial, insurance, banking, entertainment, hospitality and manufacturing industries.

Language Services Associates Featured in CIO Applications, President Scott Cooper Talks Flexible Solutions and the LSA Difference 

Posted on December 19, 2022June 21, 2023 by Daniel Kristie

4 min read

Language Services Associates (LSA) was recently named one of the Top Ten Companies Providing Insurance Technology Solutions in 2022 by leading technology magazine, CIO Applications. CIO Applications features companies that distinguish themselves by providing unique solutions to their customers. LSA’s President, Scott Cooper, sat down with CIO Applications to elaborate on why LSA is not only a leader in insurance, but in every sector language touches.

Mr. Cooper makes note of LSA’s three-pillar approach – finding the best interpreters, leveraging technology to connect clients on their individual platform of choice in seconds, and providing the best customer service experience in the market.

Flexibility and technology tailored to each customer’s requirements are among the top reasons LSA excels when it comes to connecting clients with interpreters in record time. Mr. Cooper talks about the hurdles clients were confronted with when COVID changed the landscape of customer service in industries like healthcare, where compliance with HIPAA laws and other privacy regulations are a top priority. Giving customers the option to transition from their traditional in-person interpretation standard to telephone and video remote interpretation seamlessly, while not compromising value and privacy, was how LSA stayed ahead of the curve.

By implementing services that allow companies to integrate LSA’s technology into their own, LSA gives clients the solutions to continue doing business as usual. With minimal training, clients can use LSA’s services on any platform they are comfortable with, and virtually on any device.

In a specialized sector like insurance, it’s easy to get lost in translation. Even for English speakers some of the jargon can be confusing, leaving customers with more questions than answers. LSA provides highly qualified interpreters who specialize in Insurance, with an understanding of the vocabulary used, industry-specific terms, and the ability to explain difficult concepts to customers in their own language.

For the full article and interview, and to learn more about LSA’s communication expertise, please click here.

About LSA 

Language Services Associates (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For more than 2,000 clients worldwide, in more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, insurance, finance, banking, entertainment, hospitality and manufacturing industries.

Language Services Associates, Inc. announce partnership with The Philadelphia Union

Posted on March 8, 2022June 21, 2023 by Daniel Kristie

4 min read

FOR IMMEDIATE RELEASE:

Media Contact:
Lis Pontoski
Marketing

800.305.9673 EXT. 55139

CHESTER, PA. (March 4, 2022) – Today, the Philadelphia Union and Language Services Associates, Inc. (LSA) announce their new partnership. LSA is a global leader in business-to-business interpretation, translation, and American Sign Language services. For over 30 years LSA has been helping its customers grow by communicating in hundreds of languages with their customers and employees. Currently supporting over 230 languages, LSA offers over 12,000 of the highest-quality interpreters and translators through state-of-the-art and secure phone, video, and scheduling technology. Its customers include healthcare, call centers, insurance, financial institutions, hospitality/gaming, retail, and education.

In the current partnership, LSA will help the Philadelphia Union continue its incredible success in expanding the beautiful game into an increasingly diverse and international fanbase. Specifics include expanded language players and coaches press conferences, media kits in languages other than English, a content series with international player interviews on Philadelphia Union social media channels, community outreach and fan engagement.

“Partnering with LSA allows the Philadelphia Union to reach new audiences,” said Philadelphia Union Chief Revenue Officer, Charlie Slonaker. “This innovative partnership will open doors for our international players to connect with new and existing fanbases in a deeper, more meaningful way.”

“The fit between LSA and the Philadelphia Union is fantastic,” said LSA’s President Scott Cooper. “Both organizations share common passions for excellence, bringing people together, and teamwork. We are thrilled to partner with the Philadelphia Union to help enrich the fan and player experience here and around the globe by removing language barriers.”

Founded in 1991, LSA remains a 100% woman and minority-owned business, based in the Philadelphia suburb of Horsham, Pennsylvania.

LSA LED Field Sign at Subaru Park Stadium, 03/05/2022

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How to Address the Limited English Speaking and Deaf Community During the COVID-19 Crisis

Posted on April 8, 2020June 22, 2023 by Daniel Kristie

7 min read

The COVID-19 outbreak is causing hospitals and physicians across the country to increasingly utilize telehealth and video encounters. At the same time, government regulations are rapidly changing to allow for more telehealth to address the crisis. At the center of these developments is a dire need to reduce the amount of direct human contact in clinical settings. The risk of exposure to the virus in this outbreak is high. Health experts indicate outbreaks may become more common. In addition to the many known challenges COVID-19 is creating, limited English speaking and Deaf patients face additional challenges. Amid this crisis, heart-breaking reports of some hospitals having difficulties accessing interpreters are beginning to surface. Healthcare providers can solve these problems IF the right solutions are in place.

New Ways of Delivering Interpreters to Extend Care Beyond Walls

The growing importance of mobile healthcare underscores the critical need for interpreters-on-demand.

At every turn, healthcare providers and government officials are urging the reduction of human contact during clinical settings to alleviate the spread of the disease. Communicating with the limited English proficient population (LEP) and the hard of hearing only gets more difficult with these new guidelines and procedures. An added problem is that most health systems utilize their own communications and privacy protection platforms.

Industry experts have responded by developing a range of solutions to keep communications safe and reliable. Language Service Associates (LSA) has solutions and options available now for all levels of patient care.

A Range of Options

No one solution will work perfectly for all healthcare providers. The solution must match existing needs, ability to deploy, training time, clinical settings and budgets. Each option will bring with it “pluses and minuses” that each provider must evaluate.

Top-Line Option – Full Integration with Telehealth Platform

The best option remains a fully integrated telehealth solution that integrates with the patient’s Electronic Health Records (EHR). The new ViTel Net and Language Services Associates (LSA) platform integration enables clinicians to immediately add an interpreter within the existing telehealth workflow with just three clicks. This streaming solution works across multiple devices, regardless of a physician or patient location, and without additional equipment for the healthcare organization. By embedding the interpreter solution directly into a telehealth encounter, your organization vastly improves clinician workflows, reduces the chance for medical errors and readmissions for limited English proficient (LEP) and hearing-impaired patients. It’s a cost-saving, affordable, HIPAA secure, and sustainable option.

LSA’s IRIS Solution

Where full telehealth integration is not possible, another option is the use of LSA’s IRIS (Instant Remote Interpretation Solution) platform application. to enable a patient and doctor to seamlessly interact directly with an interpreter on an app. It is an application that is easily downloadable on mobile, computer or tablet. It’s also encrypted, secure and meets NAD standards.

LSA’s Interpreter to Your PlatformConnect

Many healthcare providers are already using some form of video telehealth platform (eCW, Teledoc, MDLive, etc.) or other conferencing solutions (Zoom, Teams, etc.). Changes in regulations now allow for the introduction of an interpreter into your existing platform. LSA’s Interpreter to Your Platform Connect option is a solution aimed at immediately fitting into an existing platform. It is a cost-effective solution, without significant IT development, for healthcare providers that must get up and running quickly. The challenge here is that patient privacy is still dependent on a third-party provider outside the control of the healthcare provider.

There are also several other solutions including video conference third party calls and virtual face-to-face, each with pros, cons and important security considerations. As our healthcare delivery model rapidly changes, healthcare organizations need flexible options for accessing interpreters. Language Services Associates has the solutions for your organization.

To learn more, click here to schedule a demonstration and consultation today.

Language Services Associates’ Alert On Coronavirus

Posted on March 6, 2020June 21, 2023 by Daniel Kristie

6 min read

Ensuring Language Services During the Coronavirus Outbreak

The recent outbreak of coronavirus has health experts and many businesses on high alert. Due to the rapidly evolving situation and novelty of “COVID-19,” the potential and methods for transmission remain unclear.

The health, safety, and welfare of our friends like you and the customers you serve is of utmost concern to us. Public health concerns like this touches all industries. However, it, of course will affect healthcare most of all. Out of precaution, Language Services Associates is also monitoring the progress of the virus and collaborating with many of our clients and partners to address this major health challenge. We will continue to be an active partner with you in your preparation efforts and in the event of a pandemic.

The Time is Now for Business Continuity Planning

Many customers are also asking about contingency planning should they need to move to a heightened quarantine model or if government authorities order less access to facilities. To be prepared, we are recommending all clients to plan now for enhanced migration to a video platform in the event personnel access to your facilities becomes more restrictive.

To help you mitigate further risk, and plan, we are encouraging all organizations who need language services to adopt our video remote interpretation services in lieu of in-person engagements. If you haven’t already done so, we can help you put a plan in place to:

move your face-to-face interpreters over to video remote interpreting (VRI) using our IRIS app
quickly scale interpreting by telephone through INTERPRETALK
deliver American Sign language interpretation by video
obtain back up services to your existing language service providers in the event they are unable to deliver given the demand or due to interpreters being exposed to the virus because they are in a call center environment
deploy our newest option to integrate video remote interpreting-on-demand directly into your existing telehealth platform and workflows
enhance online conferencing (Go-To-Meeting, Zoom, Microsoft Teams and others) with interpreters by API or phone

Our Dispersed Network of Interpreters Helps Avoid Risks

Language Services Associates provides access to a highly qualified global roster workforce of remotely distributed interpreters in over 235+ languages. Access to highly secure, remote interpretation services helps your organization continue to meet compliance guidelines as well as minimize the risk of virus exposure and the rapid spread of infectious disease. Unlike a large call center that can be compromised by an outbreak, our network provides access to distributed points of service and ensures the chance of uninterrupted service.

We are also experienced in disaster efforts and rapidly deployed interpretation services for government entities during several national crises over the years, most recently hurricane Maria in Puerto Rico.

Because the best time to prepare is now, please contact us at [email protected] to get more information on how your organization can be prepared.

We encourage you to continue to stay informed by following updates and advisories from the Centers for Disease Control and Prevention and the World Health Organization.

Simplifying Access to Interpreters with Telehealth

Posted on January 30, 2020June 21, 2023 by Daniel Kristie

4 min read

ViTel Net & LSA Partner to Improve the Clinician-Patient Experience at Hospitals

FOR IMMEDIATE RELEASE:

Media Contact:

[email protected]

800.305.9673 X55139

McLean, VA – January 29, 2020 -

ViTel Net and Language Services Associates (LSA) are excited to announce a new platform integration that enables clinicians to immediately add an interpreter to a telehealth video encounter within the existing clinical workflow, regardless of physician or patient location – with just three clicks.

ViTel Net’s comprehensive and flexible telehealth platform enables health systems to securely deliver care at a distance to patients in any setting, using the health systems’ own workflows. Now, through an innovative partnership with Language Services Associates, those same workflows are vastly improved, when treating limited English proficient (LEP) and hearing-impaired patients.

This industry-first solution simplifies the clinician’s experience in accessing language interpretation services to clicking the video button and selecting a language. The LSA interpreter is immediately added to the video consult – it’s that simple. The interpreter and patient videos stream on the monitor, alongside the patient’s records, medical images, and clinician documentation. No more fumbling with iPads or phones to get everyone to see or hear one another.

The NIH reports an increasing LEP population, and removing the communication barrier with this patient segment results in:

Greater understanding of diagnosis, treatment, and medication instructions
Enhanced compliance with treatment and follow-up recommendations
Significantly decreased likelihood of a serious medical event and reduced medical costs
Greater patient satisfaction

“Connecting clinicians to interpreters is now fast and intuitive, thanks to our partnership with LSA and their advanced skills-based routing platform” stated Mark Noble, ViTel Net SVP.

“This innovative joint telehealth venture fills gaps in healthcare delivery, improves the clinician’s workflow, and supports healthcare compliance, while transforming the patient/clinician experience,” says Dennis Angeline, President and COO of LSA.

About ViTel Net

ViTel Net is a leading telehealth innovator, providing a configurable and interoperable enterprise platform and point-of-care modules for the entire telehealth continuum of care. Clinicians use our technology to access medical images, patient data and live video conferencing to remotely diagnose, treat, and manage patients. www.vitelnet.com

About LSA

Language Services Associates is a full-service national leader delivering interpretation and translation solutions. Thousands of clients worldwide rely on our unique combination of state-of-the art technology, a global roster of highly qualified interpreters providing more than 240 languages, and over 25 years of industry expertise. www.lsaweb.com

Call Center Week 2017 Summary

Posted on July 17, 2017June 21, 2023 by Daniel Kristie

8 min read

At the 18^th Call Center Week Conference and Expo in Las Vegas, LSA was not only a sponsor and exhibitor, but was also an active participant in the many lectures, panels, round-tables, Q&A sessions, and networking events. Over 2,000 attendees gathered to discuss and learn about the latest trends and technology in delivering excellent customer service. We heard keynote speakers from global leaders, including NBA Champion Golden State Warriors owner Peter Guber, Jeff James from Disney, Tom Weiland from Amazon, Davy Roach from Frontier Communications, and Tim Spencer from Safelite Group.

A major announcement that reflects the changing dynamic in how call centers interact with customers is that this was the last time the event will be referred to as Call Center Week! Beginning next year, the conference will be rebranded as Contact Center Week to reflect the multi-channel expectations of customers. Customers expect to interact with companies instantly, on a variety of platforms, be it voice, e-mail, chat, text, or social media. Agents need to be able to respond with an omni-channel approach, across all of these platforms. Talkdesk, a cloud-based call center software provider, let us know that e-mail lags way behind in resolution and satisfaction of customer concerns at 43%. Real time interactions by phone carry 59% satisfaction, and chat weighs in at 84% satisfaction! Businesses also need to have a philosophy of a mobile-first user experience. Consumers expect to interact on their smart phones almost exclusively, in fact, 75% of customer calls are coming from mobile phones.

Customer satisfaction has been such a driving factor over the years that it has been shortened simply to “C-Sat,” which is still the dominant consideration at Call Center Week. And it is just as important as ever. According to a study by Purdue University, 68% of customers leave a company based on a poor Customer Experience. Gartner also predicts that in just a few years, by 2020, that “customer experience will overtake price and product as the key brand differentiator.” Microsoft informs us that 97% of consumers list customer service as important to their brand choice and loyalty.

One of the biggest questions being considered was how artificial intelligence will affect customer experience. It is not a question of if A.I. will be integrated, but rather to what extent. A.I. will not completely replace the contact center agent, as A.I. can’t replicate human empathy. A.I. will help your agents make quicker and more informed decisions while interacting with customers. Per Servion Global Solutions, an omni-channel customer experience provider, 84% of customers are frustrated when agents do not have instant access to their data. How many times have you answered IVR prompts in order to be directed to the appropriate department, only to have a live agent ask you all or many of the same questions again? How often have you had to explain the same issue over and over again as you are transferred to multiple departments? A.I. integration will give agents instant access to your customer profile, and will assist them in resolving your issue quickly and completely. Again, from Talkdesk, “A.I. will help call center managers better route calls as well as provide agents with data and tools to create more positive interactions with customers. The result is a more productive and efficient call center, and a greater level of customer satisfaction, which is a win-win for all parties involved.” While A.I. can’t replace human interaction, Gartner cautions us with a prediction that by 2020, customers will be able to manage 85% of their interactions with an enterprise without human involvement.

Another recurring topic was innovation and disruption to traditional training methods. Frontier Communications has found that peer-to-peer training has emerged as preferable training method than in the classroom. It is logistically easier to plan and manage, makes actual customer interactions the basis for effective training, and doesn’t pull too many agents from the floor at one time. It allows agents to progress at their own pace, letting those who excel to advance more quickly. Medical Transportation Management (MTM) has made a huge investment in training, with over 50 trainers in their organization, making sure that culture and consistency is driven down to all 1,400 employees.

A focus on employee care was also emphasized. Disney let us know that in a poll of CEO’s, human capital ranked ahead of customer service as their top concern. If your employees are happy, then good customer experiences will result. And as leaders, the extent to which you genuinely care for your employees is the extent to which they will care for your customers, and each other. Echoing this, Safelite has found that customers will never love your company until your employees love it first. Let us not forget that employee satisfactions will drive customer satisfaction.