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West Corporation

Posted on November 30, 2018 by West Corporation 


Real-World Best Practices in Manufacturing Operations

No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations.

So instead of randomly testing new processes on your own, start with these tried-and-true practices. Each of these four tactics have been put to use by some of the largest manufacturers in their market. But they can be applied by any size manufacturer producing any type of product. Check out these best practices in manufacturing operations and see how you can put them to use in your business.

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West Corporation

Posted on October 23, 2018 by West Corporation 


29 Stats That Show What Consumers Expect from Brand Communication

Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication. It’s crucial to know what customers want from customer service. Read More >

West Corporation

Posted on October 3, 2018 by West Corporation 


Customer Journey Mapping: 15 Plot Points Needed in Any Map

Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy. It requires a wealth of data and keen intuition to truly get inside your customers’ heads.

So if you’ve decided to start customer journey mapping, you’ve probably started asking a few questions. Where’s the starting point? How do I know where my customer will go next? Who is this customer, anyway? All good questions, and thankfully, there are a few specific plot points that will form the frame of any good customer journey map. Read More >

West Corporation

Posted on September 14, 2018 by West Corporation 


TCPA Compliance: 3 Things to Know Before Sending an Automated Call or Text

This article is for informational use only and should not be seen as legal advice. The information provided is accurate to the best of our knowledge but may contain omissions or mistakes. The writer is NOT a legal professional, and you should consult an attorney who can ensure you remain in TCPA compliance and in compliance with other regulations. We reserve the right to change this content at any time.

You’ve got a great deal on a new product, and you want the world to know it. According to Pew Research Center, 92 percent of American adults own a cell phone, so why not send them a promotional text? Your intentions may be good, but without taking the right precautions, those texts could cost your business millions thanks to the Telephone Consumer Protection Act (TCPA). Read More >

West Corporation

Posted on August 30, 2018 by West Corporation 


5 Most Important IVR Authentication Best Practices

In customer service, you need to know what your customer wants. But it’s also important to know who they are. Fortunately when someone calls your contact center, there are a few IVR authentication best practices that can help.

When someone calls your IVR — also known as an interactive voice response system — you probably hope they’ll finish the interaction using self-service. That means your technology must be smart enough to tell who is calling. There are several ways to make that possible. Read More >

West Corporation

Posted on August 28, 2018 by West Corporation 


Design Tactics for Your IR Website

Years ago, it used to be that the design of an IR website was pretty far down on the priorities list. Providers and clients alike focused almost entirely on meeting regulatory requirements, populating the right content, and ensuring that shareholders and potential investors could grab what they needed quickly and move on. There was a standard formula for the IR Homepage in particular which nearly always included left hand side bar navigation, share price front and center, and a long (read: uninspiring) paragraph of text about the company. Job done, right?
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West Corporation

Posted on August 14, 2018 by West Corporation 


13 Roles of Continuous Integration in QA (Quality Assurance)

Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways? For example, how can you use continuous integration in QA? Read More >

West Corporation

Posted on August 1, 2018 by West Corporation 


IVR Pricing: What’s the Real IVR Cost?

Self-service is one of the best ways to cut call center costs and speed up over-the-phone interactions with customers. And an IVR is one of the most well-known self-service tools out there. But there are costs involved in buying a new solution or upgrading an old one. So if you want the best deal, it’s natural to wonder whether that IVR cost is really worth the price. Read More >


West Corporation

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