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West Corporation

Posted on December 5, 2016 by West Corporation 


Turning CX into $$

Despite customer experience emerging more prominently than ever as a key brand differentiator, 92% of customers admit they’ve had to endure a poor customer experience. Furthermore, 46% of these people took their time, money and advocacy to a competing company, as a result. And neither brand negligence, nor today’s fickle customer are entirely to blame for these missed opportunities. Read More >

West Corporation

Posted on by West Corporation 


Choosing a Contact Center Provider that Fits Your Needs

If you’re like many companies, you’re considering either an update or a complete upgrade of your contact center solution. This is obviously a decision that you can’t take lightly. You’re undoubtedly facing budgetary pressure, which means you need to implement the right solution the first time.

And just what is the “right solution”? The specifics will vary from company to company, but the preferred outcome is the same across the board: you need a system that’s going to increase your level of customer service and enhance your business. Considering all of the variables, however, this is no small feat.

That’s why we developed an in-depth worksheet for you to evaluate potential providers. It helps you walk through the areas that are most critical for your new solution’s success, and allows you to score each of the providers’ answers in terms of how their specific solution will help you meet your goals (or not). Read More >

West Corporation

Posted on November 21, 2016 by West Corporation 


‘Tis the Season to be Mobile

The smell of peppermint is beginning to fill the air, tunes on the radio are becoming undeniably festive and intricate lighting displays adorn houses before we have even carved our Thanksgiving turkeys. All these things make it clear that the holiday shopping season is upon us. This coming “Black Friday” marks the official kick-off, after all!

Selecting an SMS provider that aligns with your unique CX strategy is a smart place to start gearing up for proactive holiday communication.

In 2016, people are moving faster than ever before and mobile interaction is essential. Smartphones have dramatically transformed the way that people browse, bargain-hunt and buy products.

As consumers leave one-horse open sleighs in their dust, it’s smart for brands to embrace SMS to avoid the same fate. And even though the retail market is top-of-mind as we deck the halls, it is not the only industry that can benefit from proactive notifications and mobility solutions. Read More >

West Corporation

Posted on November 18, 2016 by West Corporation 


Speaking Your Customers’ Language with Voice Recognition

Face it: As the world “texts” away and 35 percent of people take to social media for expedient customer care[i], picking up the phone often means a customer has already exhausted a variety of other self-service options. As a result, customers have been conditioned to loathe your company’s interactive voice response (IVR) system from the get-go – and who can blame them. But it’s not IVR itself that customers truly despise; rather, they’re frustrated with its capacity to understand and help them self-serve.

Luckily, speech recognition applications, like Natural Language and Directed Dialog, are helping brands reclaim IVR as a cost-effective and rewarding communication staple when they recognize its role as “One Piece of the CX Puzzle,” as West’s Dan Gordon published in the Winter Issue of Speech Technology Magazine.
Read More >

West Corporation

Posted on by West Corporation 


How Mature is Your Organization’s Customer Experience?

Customers in every industry are evolving in step with the technology they touch. Advancements like vehicular Wi-Fi connectivity are becoming mainstream and the phrase “hang up” the phone has lost true meaning for anyone born in the last decade. The mobile shift is causing more rapid consumer evolution and creating a symbiotic relationship between man and machine, leaving brands with two real options: stay ahead or be left behind.

See where your company measures up with this complementary, comprehensive Customer Experience Lifecycle Management maturity assessment. Read More >

West Corporation

Posted on November 17, 2016 by West Corporation 


How Pharmacists Can Help Tackle the Superutilizer Crisis

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

So-called “superutilizers” are one of the biggest healthcare crises. These patients, who typically have multiple co-morbid conditions, siphon off a disproportionate share of healthcare dollars and typically have a poor quality of life, due to frequent hospital stays or other interactions with the healthcare system.

A recent study from the nonpartisan Government Accountability Office found that just 5 percent of Medicaid beneficiaries account for almost 50 percent of program spending. The most expensive 25 percent accounted for more than 75 percent of the expenditures. Meanwhile, the least expensive 50 percent accounted for less than 8 percent of the Medicaid dollars spent and about 12 percent of enrollees had no expenditures at all.

Pharmacists, who are often the only healthcare provider with a 360-degree view of a patient, have an important role to play in identifying these superutilizers, helping to uncover the causes of avoidable healthcare overutilization, and developing strategies to appropriately intervene with the goal of improving outcomes and lowering costs.
Read More >

West Corporation

Posted on November 16, 2016 by West Corporation 


GIS Data Sharing in the PSAP

By Charles Van Hoose, Sr. GIS Analyst at West

LEAD THE WAY

Geographic Information Systems (GIS) is front & center in the march toward a fully-realized i3-based Next Generation 9-1-1 (NG9-1-1) environment. No longer considered a secondary, reactionary tool for Public Safety Answering Points (PSAPs), GIS is Identified as a key foundational element in the National Emergency Number Association (NENA) i3 specification.
Read More >

West Corporation

Posted on November 10, 2016 by West Corporation 


Preserving Patient Bonds

By Robert Dudzinski

While pharmacists spend years training to be experts on drug formulation, dosing and how to prevent adverse interactions between medications, it’s probably not their favorite part of the job. Many instead relish the one-on-one interactions with longtime customers throughout different seasons of their lives.
Read More >

West Corporation

Posted on November 7, 2016 by West Corporation 


Choosing the Right SMS Provider 4 U

With 64 percent of people preferring text communication to phone customer support[i], gone are the days of SMS as a mere alternative to the phone call. But moving forward with SMS/text messaging strategy can be a real business headache without understanding the ins-and-outs of what needs to happen behind the scenes. One of the biggest mistakes organizations make when selecting an SMS provider is not understanding their future requirements. Ensure you have a full understanding of your SMS/text messaging needs with this checklist. Read More >

West Corporation

Posted on November 4, 2016 by West Corporation 


The 10 Golden Rules of Outbound Campaigns

When it comes to operating a successful contact center, most brands understand the major role outbound campaigns play in creating a connected experience across the customer journey. Strategically different than inbound operations, outbound campaigns require a number of uniquely proactive considerations to ensure processes are hitting the mark — both short-term and long-term.

While the right technology makes a major difference in an organization’s ability to foster rewarding outbound communications, it is only one piece of the puzzle. These “10 Golden Rules of Outbound Campaigns” make up the formula through which the “right” outbound technology creates any sort of lasting impact: Read More >


West Corporation

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