May
21
11:30 AM11:30

Breakout Session: Driving Up Interpreter Service Utilization Through a Customer-Focused In-Service Model

Rosanna Balistreri
REACH-reaching diversity

This roundtable discussion will be particularly geared toward providers of over-the-phone and video-remote-interpreting services and will address the impact that a quality customer-focused, in-service program can have on a Language Service Company’s bottom line and business model.
The goal of the proposed roundtable is to share case studies on existing models and elicit new ideas on ways to build an in-service program that will:

  1. Improve the end-user’s efficiency 
  2. Drive up customer satisfaction 
  3. Increase the end-user’s utilization of interpreter services 
  4. Collect feedback for quality improvement opportunities 
  5. Engage with end-users to build relationships and strengthen loyalty
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May
21
11:30 AM11:30

Breakout Session: How to Avoid Extravagant Fees on International Payments: Case Studies by 1-Stop Translation and Sandberg Translation Partners

Don Shin
1-Stop Translation

Jesper Sandberg
Sandberg Translation Partners

Making and receiving international payments is simply part of running the business for most language service companies. Whether receiving inbound payments from international clients or making outbound payments to freelancers or vendors abroad, the fees and exchange rate costs associated with each transaction eat into your profit margin. When using banks, PayPal, Moneybookers, or any other alternative payment method, one or both parties will end up having to shoulder these costs in order to complete the transaction. While the costs vary by institution, the key is in finding the right balance that, in the end, will accumulate the lowest costs all around.

In this presentation, Don Shin from 1-Stop Translation and Jesper Sandberg from Sandberg Translation Partners will each present a case study from their own companies of how they first came across this issue, the journey they took in finding the right solution, and how implementing their solutions helped improve their bottom line.

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May
21
10:15 AM10:15

Breakout Session: From Project Manager to Account Manager: Fulfilling Both Clients' Needs and Those of the Organization

Marcela Reyes
Translators Marketing Club 
Latitudes Training, Coaching & Consulting

In an ideal LSC world there are project managers and account managers. The former's primary goal is to deliver the on-time, on-budget completion of a project's scope according to a client's requirements. The latter focuses on strategic, skillful, big-picture insight and is relationship-driven; an account manager’s success depends on aspects of sales, profit, and client retention. However, small LSCs generally do not have the luxury of allocating these unique functions to two separate individuals. So, their only option is to rely on the already overworked project managers and hope that they can grow the account while keeping the client happy. Can project managers become account managers? Yes they can, but before you rush to change the title of your project managers, learn the strategy, orientation, process, and structure needed to make a successful transition.

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May
21
10:15 AM10:15

Breakout Session: Big Data in Translations

Alain Chamsi
JiveFusion Technologies Inc.

Big Data has become an international obsession. But what is it really, and what are its ramifications for businesses in the translation world? It is important to recognize that most if not all translation businesses rely a great deal on data, be it through translation memories, glossaries, automated translation systems, or any other number of input sources. But no translation business is able to leverage all the relevant data that is out there, all at once. The world of Big Data has introduced concepts of "data warehousing" and "data cleansing," key concepts in assembling the data that comes from numerous sources and in ensuring its overall quality. This has enormous potential for translation businesses from both a cost reduction and a quality perspective.

This session will introduce the concepts related to Big Data and show how these can be applied to the translation industry.

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May
21
9:15 AM09:15

Breakout Session: Do You Speak Sign Language? Practical Tips for Working With Sign Language Interpreters and Agencies

Shane H. Feldman
Registry of Interpreters for the Deaf

Julie Schafer
Registry of Interpreters for the Deaf

Language Services Companies are providing more American Sign Language (ASL) interpreting services compared to previous years. This development has been at the forefront of dialogue among deaf consumers and the sign language interpreting profession. Among the questions questions raised are:
 
What are best practices when working with sign language interpreters and agencies?
 
How do sign language interpreting agencies differ from Language Services Companies?
 
What are common problems or pitfalls Language Services Companies make when recruiting and/or working with sign language interpreters?
 
We will guide participants through a self-assessment of current practices when working with sign language interpreters and agencies and provide insight about the sign language interpreting profession and how it may differ from spoken language interpreting. Participants will be able to describe best practices when working with sign language interpreters and agencies. At the conclusion of the workshop, we will ask the audience members to examine their current practices and identify areas for improvement.

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May
20
1:30 PM13:30

Breakout Session: Annual Updates: CCHI & ASTM

Kathleen K. Diamond, M.A.
Kathleen Diamond & Company

Susan Amarino
Liaison Multilingual Services, Inc.

Bill Rivers, Ph.D.
Joint National Committee for Languages National Council for Language and International Studies

The presentation will highlight the achievements of the Certification Commission for Healthcare Interpreters (CCHI) and ASTM F43 Language Services and Products. The latter will focus on the subcommittee of interest to ALC members, which is F43.05 Quality Assurance in Language Services. These reports are value added to ALC members, as ALC is a leader in supporting both initiatives of certification and standards for our industry.

Kathleen Diamond will take the lead with CCHI and then be joined by her colleagues from ASTM—Bill Rivers, chair of ASTM F43, and Susan Amarino, subcommittee chair of F43.05 Quality Assurance in Language Services.

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May
20
1:30 PM13:30

Breakout Session: How to Avoid the Most Costly Mistakes in the Translation Industry

Michael R. Cárdenas
Local Concept

Michael Cárdenas will discuss mistakes that he's both observed and committed in the localization industry in the past 28 years and how to avoid them. He will cover 1) how to recognize when the project is going into disaster mode (and how to save it); 2) making sure you have the best tools and technology; 3) developing the best localization teams; and 4) the importance of policies and procedures. Michael will uncover the secrets to avoiding the traps, pitfalls, quicksand, falling anvils, and other hazards that can befall a localizer. All this, and you'll learn how to operate the coffeemaker too!

Participants will have the unique opportunity to learn from past mistakes made by LSCs, clients, and vendors, as well as hear solutions to the blunders. This session will equip attendees to go forward with an arsenal full of tips and tricks that will help them navigate the winding path of localization.

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May
20
11:15 AM11:15

Breakout Session: Is the Internet Bad for the Language Industry?

Chris Carter
aLanguageBank

The explosion of alternative interfaces in new technologies is having a disruptive effect for content creators. They aren't sure which design or even what structure to use for their content. Content traditionally has been text, and when print became digital text, we all adjusted. But nowadays, content more and more frequently is audio, video, notification, augmented reality, or virtual reality, among other formats. Some companies are even experimenting with delivering content on device interfaces via touch and smell. Screens are getting smaller, or disappearing entirely, and wearable computing is just beginning its market expansion. But Language Service Companies (LSCs) localize content. What effect will these new types of content have on our industry? Will there be less content for traditional LSCs to fight over? Is this a disruption, an innovation, or simply a new sub-segment?

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May
20
11:15 AM11:15

Breakout Session: The Art and Science of Branding

Justin Gardner
BLDG Health

While brand equity is an intangible asset, it is the single largest component of your market capitalization. Brand equity is the added value that a brand brings to a product or service beyond the functional benefits provided by the product itself. Consumers love brands because they offer an extra value—that is, one in addition to the core product or service. This presentation is devoted to how branding—when properly planned, developed, and implemented—can contribute to a sustainable competitive advantage and customer retention. 

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May
20
9:45 AM09:45

Breakout Session: New Models for Interpreter Training: Online and On-Demand

Michelle Scott
Voices for Health, Inc.

As the demand for qualified, certified interpreters in the United States increases, so does the need for implementing new training approaches. Traditional “brick and mortar” programs can be difficult to schedule and costly for language companies. Online, on-demand video resources are excellent tools for improving interpreters’ knowledge and skills, while eliminating costs of travel and keeping linguists available for assignments. This results in better-quality services and decreases liability. Interpreters have higher job satisfaction, which leads to higher retention of individuals in the field. This presentation will explore new approaches to online and on-demand video training, including cost and other practical considerations.

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May
20
8:30 AM08:30

Breakout Session: The Secret to Successful Sales Training: There is No Secret

Ray Reyes
Latitudes Training, Coaching & Consulting

Too often, companies are sending their sales teams to sales training seminars expecting they will return energized and excited to put their newly learned sales skills to work, only to find them returning to their old ways within weeks. CEOs and LSC owners search for the secret to increasing their sales team's production as if they were Ponce de Leon in search of the Fountain of Youth. But the secret is, there is no secret. 

This presentation will discuss how to increase sales training effectiveness and create a long-lasting high performance sales team. Participants will learn how to make sales training more successful and begin developing high-performance sales teams by learning what activities increase sales training effectiveness.

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May
20
8:30 AM08:30

Breakout Session: Market or Die: Five Marketing Moves to Make NOW

Jon Goldman
Brand Launcher

In today’s hypercompetitive language services world, “me too” marketing just doesn’t cut it. The new buyer is cynical and distrusting … and he knows where to find the services you sell for 30% less! In this high-energy session, you will learn bottomline marketing strategies to bring in new clients, boost retention, and encourage more word-of-mouth referrals. You’ll discover how to execute a “nurture campaign,” the #1 word to use in your marketing materials (no, not “free” or “you”), and the best out-of-the-box marketing strategies to reach key decision-makers. Discover how to stop competing on price and how to start competing on relationships—the one competitive advantage that you can sustain while still making a healthy profit.

In this session, you will learn:

  • Why most service marketing fails miserably
  • How to go from “just another vendor” to “THE translation and interpretation experts”
  • The right way to conduct referral marketing to your “A” prospects
  • How to overcome the “obvious objections”—even before they are raised
  • The simple, replicable strategy that brought in nearly $750,000 in sales for one contractor—but cost only $4,800!
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May
19
4:00 PM16:00

Annual Industry Survey Results

John Labati
G3 Translate

The Annual Industry Survey has been conducted for more than 10 years and has provided key data that allows Language Service Company owners to compare the performance of their companies with those of their industry colleagues. For the second year in a row, ALC has conducted the survey in collaboration with the European Language Industry Association (ELIA). Come to this session to find out what’s new and how survey data can better aid you in benchmarking the performance of your company. 

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May
19
2:30 PM14:30

Breakout Session: LSPs and Their Clients: The New Era of Collaboration in the Cloud

David Canek
MemSource

Viviana Bertinetto 
Global Language Solutions

One of the most fascinating aspects of cloud-based translation technology is the ease with which it can be extended to LSPs’ clients. Based on three real-life examples, the speakers will demonstrate how the relationship between an LSP and a client can be transformed, and the LSP's business significantly expanded, if the client is included in the translation process. Participants will be introduced to new ways of interacting with their clients when providing translation services. By adopting the proposed techniques, they will be able to increase their client retention rate, grow business with their existing clients, and gain new clients.

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May
19
2:30 PM14:30

Breakout Session: Growth Engine—Strategic Planning for LSPs

Steve Chu
Treehouse Strategy

This session will present a strategic planning framework for LSPs. Many small to medium-size businesses operate in a reactive, tactical mode. This session will show LSPs how to make the transition into the modality of running their business in a strategic, proactive manner. The session will guide participants through the process of creating useful key performance indicators (KPIs) and demonstrate how effective strategic planning is key to growing their businesses.

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May
19
1:15 PM13:15

Breakout Session: The Dynamics of Running a Growing Company

Richard Brooks
K International plc

As companies grow and develop (especially from the early stages), the original entrepreneur faces different challenges. You’ll find yourself having to employ people, lead and motivate people, manage your own and others’ time, sell (or maybe employ a sales team), raise capital from a bank, and about a million other things you never wanted to do when you started your own business. Richard Brooks will take you through a framework of four quadrants: Management (or leadership), Money, Marketing, and Me (i.e., how to maintain your own health and sanity during the process). At the end of the session, participants will have an understanding of how companies develop over time, their various stages, the obstacles along the way, and a methodology of how to navigate these obstacles.

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May
19
1:15 PM13:15

Breakout Session: Working With the Government

Dennis Ayzin
ScheduleInterpreter.com

This session is presented by industry veterans with years of experience successfully bidding on government contracts for providing language services to different branches of the federal and state governmentsThe Presenter is an owner and executive of a large Language Service Company (LSC) working with thousands of customers and interpreters. 

The session will cover the following topics:

  • RFP or pre-bid analysis
  • Bids (preparation, filing, counter, defending)
  • Legal aspects
  • Compliance
  • Executing a contract
  • SWOT analysis
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May
19
10:45 AM10:45

Keynote: Seven Keys to Success

Scott Klein
LanguageLine Solutions

Scot Klein’s session is a proven charter for architects of high-energy cultures; industry innovators; and motivators of productive, highly client-focused organizations.
Scott’s mission is to influence business leaders and professionals by imparting the key tenants that have taken shape over his career. His wide range of personal experiences allows him to interweave real-life scenarios into the Seven Keys.

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May
19
8:45 AM08:45

Keynote: The Art and Science of Successful Negotiations

Richard Coughlan
University of Richmond

We know a great deal about what separates successful negotiators from average performers. In this highly interactive session, attendees will learn new approaches to negotiations, raising the likelihood of successful outcomes. Drawing from relevant research in psychology and decision-making, these insights can be applied to formal and informal negotiations that occur in a variety of settings. Attendees will depart with several lessons that can be applied immediately, including how to gain power before negotiating; how to identify the true interests of other parties; how to frame justifications for your positions; and when to make a concession and when to walk away. The fast-paced talk covers actions taken by successful negotiators before, during, and after negotiations.

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