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Jon Potter - Blog

Hospitals implement video-interpreting


Media Contacts:
Keri Robinson
215.259.7000 X55356

Daniel Hollingshead

Connected Patients, LLC Announces New Video Remote Interpreting Module on ConnectMeTM Computer Systems
New Service Will Eliminate Language Barriers While Improving Patient Care and Satisfaction

Lexington, KY (January 3, 2013) – Through a new partnership with LSA Video, Inc., a leading provider of professional Video Remote Interpreting (VRI) services, Connected Patients, LLC is pleased to announce a major enhancement to its ConnectMeTM computer terminals.  Effective immediately, ConnectMeTM users will be able to access qualified American Sign Language (ASL) and foreign language interpreters on demand via the bed-side, touch-screen computer system.

Dan Hollingshead, President and CEO of Connected Patients, LLC sees a lot of upside in the new partnership.  “The ConnectMeTM system is incredibly simple to use but also powerful and flexible.  We’ve leveraged those strengths, adding on-demand video interpreting which we know will help our customers improve communication with their patient population which is becoming more diverse every day.  Partnering with LSA, a leader in this space, ensures the highest level of service and professionalism.  We’re very excited about the possibilities!”

The new ConnectMeTM VRI module will not only help hospitals better meet the needs of its Limited English Proficient, Deaf and Hard of Hearing patient populations, but will help improve patient care and satisfaction.  Through the secure VRI platform,  patient and clinician will be able to see and hear the remote interpreter as if he or she were right there in the room, ensuring timely, effective and completely accurate communication for both parties.  With the ability to instantly connect to a live professional interpreter (removing the patient / provider communication barrier with just the click of a button), VRI helps hospitals and healthcare organizations comply with the new Joint Commission Standards for Patient-Centered Communication.

“We’re very pleased to announce our new partnership with Connected Patients, LLC, and we’re looking forward to our VRI platform being added to the already successful ConnectMeTM computer systems,” said Starla Keith, Executive Vice President, LSA.  “We anticipate a long and mutually rewarding partnership for years to come as we work together to eliminate patient / provider language barriers and enhance the patient experience through cutting-edge technology solutions.”

About Connected Patients, LLC
Connected Patients, LLC is a Lexington, KY-based technology company committed to providing health care facilities and their patients with solutions leading to a better patient experience. The company specializes in user-friendly ConnectMeTMterminals which can either be installed bedside or mounted on an articulating arm, readily useable by clinicians, patients, and their families. The ConnectMeTM terminal has an LCD touch-screen with large, easy to use virtual buttons. The system can be viewed at

About LSA Video, Inc.
LSA Video, Inc. is a wholly-owned subsidiary of Language Services Associates (LSA).  Founded in 1991 by Laura K.T. Schriver, who still holds the title of President and CEO, LSA offers a full range of language-based services, including Translation and Localization, Video Remote Interpreting, INTERPRETALK® Interpreting by Telephone, Face-to-Face Interpreting, American Sign Language and Intercultural Consulting.  With over 150 employees and a network of more than 5,000 Independently Contracted global Linguists, LSA fulfills the multicultural communication needs of more than 2,000 clients worldwide in over 200 languages.  For more information on LSA Video, Inc., please visit

Publish Date: January 4, 2013 6:36 AM

5 Ways to Improve Call Center Customer Service, While Controlling Costs (by Lynn Dick)

In today’s competitive environment, call center managers are under more pressure than ever to reduce costs while improving efficiency levels and overall customer satisfaction. And it’s no surprise that exceptional customer service support leads to an increase in customer satisfaction. This article will provide contact center professionals with five tips for improving customer service in the call center while controlling costs.

1. Live Chat Support
In today’s multi-channel world, where online communications are becoming more and more popular, live chat support is an easy and cost-effective way to improve the customer’s overall experience, while enhancing your customer service offering. It’s important to note that live chat support should not replace other methods of client communication but should be added to your existing customer service touch point model (i.e., phone, email, face-to-face and social media).

With live chat software, your contact center agents will be able to engage in multiple chats simultaneously, making your online customer service offering much more cost-effective than the phone. Your customers will also be able to submit their inquires via a Web-based interface, eliminating their need to dial the call center for non-call center related issues, reducing overhead costs on both personnel and phone expenses. Live chat support will put the human touch into a self-service customer care option, while ensuring customers get the help that they need when they need it - in real-time.

2. Incentive-Based Programs for Agents
As every call center manager knows, one of the easiest and most effective ways to motivate call center staff is through the development and implementation of incentive-based programs. It’s no surprise that employees are more motivated to provide exceptional support when they know they will be recognized, and rewarded, for their hard work.

A big misconception, however, is that these programs will cost an organization a tremendous amount of money. That is not necessarily true. There are simple, easy-to-implement contests that will allow for healthy competition in the call center – while still controlling overall costs. For example, you can award Paid Time Off (PTO) to the contact center agent who has the fastest connect time, best answer speed or highest number of calls taken by the end of the shift, day or week. Awarding your employees with time off is a great way to keep costs down, while still enticing your contact center staff to perform to the best of their abilities.

3. Cross-Train Non-Call Center Employees
Cross-training non-call center employees to work in the call center is a great way to ensure client service levels will always be met – no matter what. When you train other employees in the organization to work in the call center, you are broadening your pool of available resources.

So let’s say, for instance, there is a flu outbreak and half of your call center staff is home sick. In that particular situation, you would be able to utilize employees from other departments to work in the call center, ensuring your clients still receive the best service possible and the fastest connect time. Cross-training is often viewed as an effective component of a contact center's business continuity plan.

4. Real-Time Reporting of Performance Metrics
When you implement real-time reporting of agent performance metrics in your call center operations, clients will be able to see in real-time how well your contact center agents are performing – from answer speed to connect time to completed call percentages. Clients will view this reporting feature as a customer service add-on and your call center agents will be motivated to provide the most efficient service possible, knowing their performance metrics will be constantly evaluated and measured.

Real-time reporting is very popular in contact centers as it’s often used as a powerful management instrument. With real-time reporting, call center supervisors can review statistics to track trends, forecast schedules and adjust resources accordingly. If your call center does not have real-time reporting features currently available, this technology is a great way to enhance your customer service offering, while increasing overall contact center efficiency.

5. Total Customization of Services
When you customize every aspect of your call center operations to meet client’s specific needs, you are not only improving your customer service offering but you are also increasing contact center efficiency. Total customization of services leads to a decrease in Average Handle Time (AHT) as the entire call process is focused on the unique needs of that particular client.

Some of the many steps you can take to offer total customization of services in your contact center include:

  • Dedicated toll free numbers

  • Specialized call routing options

  • Client-specific intake scripts

  • Devoted Contact Center Agents per Account

I hope that you have found the information presented in this article useful and informative and that you may be able to use some of these ideas in your contact center to help improve customer service while controlling costs.

About the Author

Lynn Dick

Publish Date: February 17, 2012 6:55 AM

Language Services Associates forms LSA Video, Inc., Offering the Most Innovative Video Interpreting Services in the Industry


Media Contact:
Natasha Wetten
Marcom Support Specialist
Language Services Associates
(215) 259-7000 x55345

Language Services Associates forms LSA Video, Inc., Offering the Most Innovative Video Interpreting Services in the Industry

Horsham, Pa. (November 17, 2011) – Language Services Associates (LSA), a leading global interpreting, translation and localization services provider, is pleased to announce the launch of LSA Video, Inc., a wholly-owned subsidiary of LSA. Due to an exponential growth in client base and ever-expanding technological enhancements, LSA Video, Inc. was formed to act as the new host for LSA’s highly-popular Video Remote Interpreting (VRI) services. LSA Video, Inc. provides cutting-edge video interpreting in multiple languages featuring enhanced video quality, dedicated technical support and is the first in the industry to offer complete audio and video encryption.

As a leader in video interpreting for the healthcare industry, LSA Video, Inc. has the ability to provide a remote medical interpreter in Spanish, Sign Language and a variety of other languages in hospitals and healthcare facilities worldwide. With the addition of complete audio and video encryption, LSA Video, Inc. is currently the only video interpreting provider that will offer absolute video security and confidentiality in compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Beginning December, 18th, all video interpreting activity executed through LSA Video, Inc. will be 100% secure. Additional enhancements for new and existing customers also include no licensing fees, dedicated interpreters available around the clock and faster connection times.

“LSA has always put a strong emphasis on growth and technology,” said Starla Keith, VP of Sales & Marketing at LSA. “Having experienced an escalated interest in video interpreting over the past three years, the formation of LSA Video, Inc. as a subsidiary of LSA was a necessity to facilitate increased client demand as well as meet our goals for technological innovation.”

LSA Video, Inc. will launch an array of new products and services for video interpreting in 2012 including a fully mobile robotic telepresence and video interpreting apps for the latest tablet computers and mobile devices. Please click here to stay up-to-date on new services and to learn more about LSA Video, Inc.

About Language Services Associates

Language Services Associates (LSA), a veteran in the translation and interpreting services industry, has been facilitating foreign language communication and eliminating multicultural communication barriers across a variety of industry segments since 1991. Founded by Laura K.T. Schriver, who still holds the title of President and CEO, LSA consistently delivers innovative translation and interpreting services to clients all over the globe. From professional translation to over-the-phone and face-to-face interpreting, LSA consistently provides the best translation and interpreting services in the industry.

About LSA Video, Inc.

LSA Video, Inc., a wholly-owned subsidiary of Language Services Associates, provides clear, real-time Video Remote Interpreting (VRI) services utilizing the most advanced technology in the industry. Established in 2011, LSA Video, Inc. has access to qualified and professional interpreters in Spanish, Sign Language and a variety of other languages. LSA Video, Inc. can provide on-demand remote interpreters for any situation where there is a multilingual communication barrier and a face-to-face interpreter is not necessary or feasible. Operating out of a fully-equipped, 1,700 square foot video conferencing center, LSA Video, Inc.’s VRI services provide complete audio and video encryption, fast connection times and superior video quality.

Publish Date: December 1, 2011 6:46 AM

Thepower of the QR code...

Publish Date: November 9, 2011 5:26 AM

Microsoft Integrated instant-translation software

The World's most complete translation solution

LSA's “Translution Business” is revolutionizing international trade. It enables organizations to translate much more, reduce translation costs and communicate accurately with anyone, anytime, regardless of their language.

This is award winning software which delivers next generation translation quality fully integrated into Microsoft Office.


Automated email translation

LSA’s Translution is the only solution in the world offering a translation solution fully integrated into Microsoft Outlook.

You simply write your email as per normal, attach any documents, and press "Send". Translution's technology automatically translates the email (and attachments if required) into the language of the recipient(s). It also translates received emails when they arrive in other languages.

It works by checking the languages of contacts from your personal and global address books prior to sending an email and through automatically detecting the language of received emails. If translation is required the email is automatically routed to our servers for translation and then on to the recipients.


Who Benefits?

LSA's Translution has been designed for businesses - large and small - who want to expand internationally without language barriers.

It delivers increases in employee productivity, reductions in translation costs and faster international growth.


Next Generation Translation

Quality of translation has always been the main issue with machine translation. However LSA’s Translution Business combines the best of machine translation with shared dictionaries and recycled human translation (derived from your own data) to customize the translation to your business's specific requirements.

This delivers an accurate and understandable quality of translation which can be either used for day to day communications such as email and attachments.

We call this next generation translation.


Dramatically Reduce Translation Costs

Next generation translation is not perfect. However it is much closer to human translation than gist Translation. It can then therefore be rapidly post edited to the standard of human translation

Using Translution Review Manager (in beta) any bi-lingual person can check and update the translations online much faster than translating from scratch. This will dramatically reduce your translation costs.

And because Translution Review Manager is online

it can be used by anyone with bi-lingual skills people in your organization, partners or freelance translators.


Screenshots andmore information from the Translution website.

Publish Date: July 29, 2011 9:01 AM

Top 10 Most Spoken Languages in the World

With the help of Wikipedia and the CIA’s World Factbook, The Post Chronicle compiled a list of the top 10 most spoken languages in the world.

This report goes through the list, explaining where each language is spoken, its origins and what language category it falls under (i.e. romance, Slavic, etc.).

English comes in at third place on the list, with two other languages beating it out for first. Not surprisingly, Mandarin Chinese is the number one spoken world language, with over one billion speakers. So, which language comes in as the second most spoken in the world?

To read the complete article from The Post Chronicle, please click here.

To find out how Language Services Associates can support your language needs, please call 0808 234 1917 or visit

Publish Date: July 18, 2011 6:14 AM

LSA’s Video Remote Interpreting Service is Featured in the June/July 2011 Issue of Communications Business Solutions

LSA’s Video Remote Interpreting Service is Featured in the June/July 2011 Issue of Communications Business Solutions.


Read In the June/July issue of Communications Business Solutions, Mauricio Vicente, LSA’s Chief Information Officer, provides a closer look at the company’s Video Remote Interpreting (VRI) service. In the article, he explains what VRI is, how it works and the many features of LSA’s new platform. He also announces the launch of InterpreBot, LSA’s newest and most innovative video remote interpretation service.


Read the full article here



Publish Date: July 15, 2011 5:10 AM

LSA’s European Commercial Director, Jonathan Potter, is Interviewed by BBC

LSA’s European Commercial Director, Jonathan Potter, was recently interviewed by a local BBC radio station based in Redditch, Worcestershire.  During the interview, Jonathan talks about LSA’s recent expansion in Europe and the company’s future plans for the UK market.  Please click on the link below to listen to this seven-minute on-air interview segment.

 Jonathan Potter BBC Interview

Publish Date: July 12, 2011 6:22 AM

Interpreters in your pocket!

INTERPRETALK® Mobile from Language Services Associates makes it easy to instantly communicate in 15 different languages using your iPhone or Android.


Publish Date: July 12, 2011 5:31 AM

Language Services Associates helps save a life (South Brunswick Post)

DATE POSTED: Thursday, June 16, 2011 8:06 AM EDT
By Charles Kim, Managing Editor

A language program helped police save a heart attack victim who could not speak English, officials said.

According to police, an unidentified 49-year-old woman called police at 10 a.m. June 7 because she was suffering a heart attack.

Sgt. James Ryan said the woman, who used a cell phone to make the call, could not communicate with the dispatcher to tell police where she was or what the problem was.

Using a new service called Interpretalk, the dispatcher was able to connect the caller with a translator that, in turn, was able to determine the woman’s location within two minutes of being on the call, according to Sgt. Ryan.

Police officers arrived at the location with EMS personnel and transported the woman to an area hospital where she was reported in good condition following the incident, according to Sgt. Ryan.
The new service, offered through Language Service Associates in Horsham, Pennsylvania, allows officers and dispatchers to communicate in 157 different languages 24 hours a day, seven days a week, according to Sgt. Ryan.

”Our community is diverse, and we want to be able to assist anyone in need,” police Chief Raymond Hayducka said. “This new tool gives officers and dispatchers another way to get help to people in need in an emergency.”

Language Service Associates started in 1991 and has developed services to break down different language barriers across many different industries, according to the company’s website.

The company has more than 5,000 independent language contractors that provide translation services to some 2,000 different clients, according to the company.

It also makes its services available in a variety of forms, including mechanical translation and telephonic as well as face to face.

Township police have used the new service seven times since it was available to the department in March, Chief Hayducka said.

”This case clearly demonstrates the importance of being able to reach out to all aspects of our community,” Chief Hayducka said.

Without the service, police may have not been able to provide lifesaving assistance.

”We could not understand where the victim was, and her being on a cell phone (as opposed to a home line) made it more difficult,” Communication Center Supervisor James Deery said. “The service Interpretalk provided was quick and provided the lifesaving measures she needed.”

Publish Date: July 12, 2011 5:25 AM

Language Services Associates Ranked Among the World’s Top 50 Language Services Providers

Independent Market Research Firm, Common Sense Advisory, Recognizes Language Services Associates as a Top Player in $31 Billion Dollar Industry

Horsham, Pa. (June 10, 2011) Language Services Associates (LSA), a global language services company offering a full suite of multicultural solutions, announced today it has been ranked #29 among the world’s top 50 language services providers (LSPs) in the translation, localization and interpreting industry.  Released May 31, 2011 by the independent market research group Common Sense Advisory, the report titled “The Language Services Market: 2011” ranked LSA as the 29th top-grossing LSP among more than 25,000 vendors around the world.  In the same report, LSA was also named as the 12th largest LSP in all of North America.  This is the second consecutive year Common Sense Advisory has included LSA in its annual ranking of the world’s top LSPs.

“We are very proud to once again be recognized by Common Sense Advisory as one of the top language services providers in the world,” said Laura K.T. Schriver, President and CEO, LSA.  “This recognition further validates our position in the marketplace as one of the leading providers of translation, localization and interpretation services, highlighting our dedication to cutting-edge technology solutions, exceptional customer service support, competitive pricing and professional linguistic quality.”

According to the report, which identified 25,256 unique suppliers of translation and interpreting services across 152 countries, the global market for outsourced language services and technology is expected to reach US$31.438 billion in 2011.  Based on Common Sense Advisory’s survey of 912 global LSPs, the market is growing at an annual rate of 7.41%.  For a free abstract of “The Language Services Market: 2011,” please click here.

About Language Services Associates

Since 1991, Language Services Associates (LSA) has been facilitating foreign language communication and eliminating multicultural communication barriers across a variety of settings and industry segments, including healthcare, government, financial services, manufacturing, education and publishing. Founded by Laura K. T. Schriver, who still holds the title of President and CEO, LSA promises to deliver innovative language-based solutions while consistently providing exceptional customer service support.

LSA is proud to offer all encompassing language and cultural services, including Translation and Localization, Interpreting by Telephone (IBT), Face-to-Face Interpreting, Video Remote Interpreting (VRI), American Sign Language (ASL) and Intercultural Consulting.  The company also offers INTERPRETALK Mobile, an on demand telephonic interpreting application for the iPhone and Android devices.

For more information on LSA, please call 0808 234 1917 or visit us online.

Publish Date: July 12, 2011 5:24 AM

Language Services Associates Announces Major European Expansion

Press Release Source: Language Services Associates (LSA) On Tuesday March 22, 2011, 6:00 am EDT

HORSHAM, Pa.–(BUSINESS WIRE)– Language Services Associates (LSA), a global language service provider offering a full suite of multicultural solutions, today announced its continued expansion into the European market. Based in Horsham, Pa., LSA has been providing telephonic interpreting services to various agencies of the UK Government since 2006, including the Department for Work and Pensions (DWP), the Home Office, HM Revenue and Customs (HMRC) and the NHS.

“We are excited to announce the continued expansion of our full suite of language-based services into the European market,” said Starla Keith, Vice President of Sales and Marketing, LSA. “We anticipate this expansion will create sustainable employment throughout Europe as we plan to hire additional staff and source more independently contracted linguists across key European countries.”

LSA recently hired industry specialist Jonathan Potter to oversee all European operations. In his new role, Jonathan will be responsible for maintaining and growing existing client relationships, driving sales with an emphasis on the company’s premier telephonic interpreting service offering and sourcing linguists to add to LSA’s roster of independent contractors. “My decision to join LSA was an easy one,” said Potter. “I have always valued the company’s commitment to maintaining quality with a focus on innovative product development and reduced costs.”

Before joining LSA, Jonathan was responsible for managing the Interpreting Services Subsidiary of another language service provider. He was also a co-architect of many of the current innovations that have provided departments of the UK Government with multimillion pound cost savings.

LSA has also moved its UK headquarters to a larger and dedicated facility in Redditch, Worcestershire. This new location will support LSA’s continued growth in the European market whilst making an important contribution to the local West Midlands economy.

About Language Services Associates

Since 1991, Language Services Associates (LSA) has been eliminating multicultural communication barriers across a variety of settings and industry segments. LSA is proud to offer all encompassing language and cultural services, including Translation and Localisation, Interpreting by Telephone (IBT), Face-to-Face Interpreting, Video Remote Interpreting (VRI), British Sign Language (BSL), American Sign Language (ASL) and Intercultural Consulting. For more information on LSA, please call 0808 234 1917 or contact us online.

Publish Date: July 12, 2011 5:23 AM

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