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A Day in the Life of Your Customer

When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer experience. (There’s a worksheet below to help you get started.)

Imagine a day in the life of a typical American consumer… Read More >

West Corporation

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Essential GIS – the Future is Now!

By David Peck, Sr. Account Executive, West, Safety Services

An integrated approach to Geographic Information Systems (GIS) is essential to Next Generation 9-1-1 (NG9-1-1) Public Safety Answering Points (PSAPs). There are many benefits to be realized – geospatial routing, data sharing, precise address referencing and more.
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Three Crucial Considerations for Pharmacists in the Age of Consumerism

By Robert J. Dudzinski, Ph.D., Executive Vice President, West Corporation

Customers have long turned to their trusted pharmacist for advice about medication and how to best manage their various conditions. But as these consumers take on ever more financial responsibility for their healthcare, so, too, does their need grow for more engagement with their pharmacists. To that end, pharmacies have an unprecedented opportunity to enhance their status as a valued provider. The following three questions will help them assess their readiness for this new position in today’s care continuum.
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GPS for Corporate Wellbeing ROI

By Pam Mortenson, EVP, Wellness Solutions, West Corporation / Health Advocate Solutions

You’re working hard at workplace wellness. Why isn’t the payoff – in terms of reduced healthcare costs and better outcomes – keeping pace with your investments?

If you’re like many companies, you may be providing your employees with an increasing menu of services such as biometric assessments, mental and behavioral health, wellness coaching, work/life balance programs and EAP offerings. What may be missing is a customized plan for each employee that takes him or her on a journey towards health.
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Tackling the Problem of Medication Non-Adherence

By Kathy Lozano, RN, Vice President of Operations at West Corporation
Have you ever tried to give cough syrup to a toddler? What should be a simple process turns into a sticky wrestling match that almost always ends in tears. Kids simply don’t like to take their medicine.

As it turns out, most adults don’t either.
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Leverage SMS Messaging for Fiesta-Worthy Communication

Cinco de Mayo is here, which means it’s time to keep an eye out for your nearest Mariachi band and celebrate the day that the citizens of Mexico gained their independence (Read through if you’re shaking your head!).

When we think of independence, we think of the freedom to do things in the ways we want. Among smartphone and SMS/text messaging users, 64 percent prefer texting over voice customer service.[i]

Instead of perpetuating the myth that customers only ever truly want agent support, it’s time to free them to interact more naturally. In an age where customers are moving faster than ever, it’s time to provide the liberation they demand. It’s time to let them be mobile.

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Healthcare’s moving into the 21st century, but many users are holding on to 20th century-style expectations

By Sean L. McCarthy

The next time you go in for your check-up, look at your doctor’s office, and see some of the little changes that have sprouted up in the past few years. Free wi-fi for moms, dads, and busy students. Nurses may be toting around tablets instead of clipboards. And once you get your prescription, you can fill it in the same building… and get a skinny, 20-ounce latte with a double shot of espresso while you’re waiting for your medication to get filled.
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Trouble with the Cost Curve

By Colin Roberts
High-risk patients—those with chronic conditions, for example—are the primary drivers of cost in healthcare today, due to the level of coordination and number of personal interactions required to successfully manage their health and treatment.

As providers seek opportunities to bend the healthcare cost curve in a more favorable direction, they might wish to pay closer attention to the “care curve” and whether they should really handle every patient, regardless of health status or requirements, exactly the same. I think what they see may surprise them.
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The Value of a Connected Utility Customer Experience

By Doug Thompson, Director of Product Management and Development, West Interactive

The customer service formula of yesteryear fades further into obscurity every day. Wait for a customer to become agitated, take their call, and then play damage-control. This didn’t jibe with customers even when landlines were the norm, and it’s simply unacceptable now — especially while Joe Schmo compares his interaction with an electric company to Zappos’ swiftness earlier in the week.

We get it: In an industry where unforgiving circumstances dictate all, creating a consistently rewarding customer experience can feel a lot like bailing water out of a sinking ship. Read More >

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Four of West’s Education Solutions are Award Finalists

We are proud to announce that four SchoolMessenger products have recently been recognized by the Software & Information Industry Association (SIIA) for the 2016 CODiE Awards. A staple within the software and information industries for over 30 years, SIIA has a history of identifying quality customer solutions.

These four West solutions have been recognized and are in the running to win the number one spot in the award categories listed below them: Read More >


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