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Operations Data Management Consultant
Customer Care Operations Manager
VP, Product and Segment Marketing
Do you offer customers a choice of languages on your automated system? If you do, make sure you offer this at the very beginning of the automated attendant system. In addition if a customer then selects a language option, ensure that all your queue messages are in the same language the customer selected. Sounds obvious but in practice some contact centers we have been in contact with recently offered us English or French and when we chose English we then got queue messages in English & French!