Doug Thompson, Director of Product Development
According to Google, 87 percent of people now have their phones by their sides at all times.[i] Despite many utilities recognizing the need to address ever-rising customer mobility with newer, more proactive communication strategies, they still fail to make it a priority.
In my recent article published in CS Week’s Spring edition of Newsline Magazine (Page 3), I explore the customer experience (CX) challenges today’s utilities face, and offer my take on how utilities can capitalize upon the “mobile shift” that has gradually seeped into the industry. Read More >
By Darren Thraen, Director of Sales, Utility
“If it’s not broken, don’t fix it,” the old saying goes. But how much weight does this cliché carry anymore? Did it ever? Technology continues evolving, our expectations keep climbing and the world spins faster… mostly because this quote was never founded in truth. Innovation shapes the world in which we live today. And it’s turning the traditional utility substation process on its head as we speak.
In the past, when utility field crews had work to get done in a substation (the intimidating looking cluster of electrical towers, encircled by barbed wire and high-voltage signs), they had to call in to their employer to check-in and out. Because, well, safety first. Unsurprisingly, busy signals pile up at the control center, production takes a hit as field crews wait on hold, and safety remains a concern. A new solution called SubTrac is changing all that. Click here to see what I mean.
The first standalone tracking product of its kind, SubTrac allows field crews to use two-way text messaging to check-in and out. Read More >
By Lonna Cain
All across the country, everyday heroes – Public Safety Telecommunicators – help save lives.
They live it – they breathe it – they feel it. They are dedicated, tenacious and strong. They exhaust their hearts answering the needs of desperate 9-1-1 callers. They make sacrifices only they understand for the benefit of those they will never know. They are the voice of reason for those trapped in the chaos of the moment.
Read More >
West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. Recognizing the major role the contact center plays in a company’s customer experience and bottom line, West designed its contact center offering with the intent to connect interactions across multiple channels, boost agent productivity, increase connection rates and build long-term brand advocates.
CRM recognized West for the depth of its Cloud Contact Center’s functionality and addition of multichannel capabilities, network-based queuing, and preview, predictive, and progressive dialing modes that provide artificial intelligence to manage dialer pacing in real time. It also attributed much of West’s success to a number of strategic business decisions, including divesting its agent services back in January 2015. Click here to read the full write-up. Read More >
Today’s enterprises are complex. First, they often have multiple locations scattered across the nation, from large campuses with multi-story complexes to small branch offices with only a few employees. Second, thanks to the flexibility enabled by Unified Communications (UC), users often move within and between these locations with ease. Third, and finally, in addition to moving around on the enterprise network, users often access the voice network remotely, either from home or from other non-enterprise locations (e.g. coffee shops, conference centers, etc.).
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By Dan Gordon, Senior Vice President of Strategy and Development
Consider this: By 2020, customer experience (CX) will overtake price and product in terms of overall value to brand differentiation. Why? Because in today’s mobile world, solid CX represents real money. More than ever before, customers are turning to the Internet to self-serve and conduct research before ever reaching out to your brand. Now, by the time they pick up the phone and dial your IVR or send a text message, they are operating from a level of understanding that requires you to know more too — specifically about them. And if you don’t, they will take their business elsewhere and find someone who does.
As customers continually evolve and fluidly define the types of customer experiences they expect, even some of the most well planned CX game plans are destined to fail because they lack a coherent investment strategy and the necessary resources it will take to execute.
Listen to this recording of my recent CRM Xchange presentation to learn more about what it takes to stay ahead of the curve. Then, check out these five steps to start immediately optimizing your CX: Read More >
By Chandler Harrison, Sales Executive, West Interactive
As technology evolves and changes the way we live our day to day lives, expectations for agile customer service are ever-rising. As a result, customers demand the same speed and personalization from your utility customer experience (CX) as that of their favorite retail company.
Cloud-based technology can provide the flexibility and data-informed insights that utilities need to get ahead of today’s fickle utility customer. Traditionally, utilities have been unable to rate-base associated costs in the same way they can when it comes to on-premises software. In a nutshell, utility leaders would rather (understandably) realize a regulated rate of return from capital expenditures on in-house technology, rather than invest in the cloud and miss out. But things are changing… and fast. Read More >
Whether you are an avid college basketball nut, or were roped into the “madness” and took a more creative approach to team selection (Hey, those jerseys are neat!), there are 9.2 quintillion possible combinations you could have ended up with by the time your March Madness bracket was complete. That’s 9.2 billion written one billion times. You had a lot of tough decisions to make.
Imagine if each of those decisions could have affected the way your company runs— organizationally and on the consumer side. That feeling of the unknown many get while filling out a bracket is a lot like how it feels when making customer communication decisions, with just as many potential outcomes. Even the smallest choices matter in the long run!
Repeat calls, for instance, are an often overlooked source of customer information. Often seen as an organizational “air ball,” a repeat call can actually become a valuable tool in your overall customer experience strategy. (What are a caller’s pain points? Can you apply your findings across other communication channels?) Read More >
Employees are traveling across the nation to attend meetings and conferences. Businesses are adopting tele-working policies and corporations are allowing teams to meet and brainstorm off-site. However, what happens when one of your remote employees dials 911 from their soft client? Does your organization know where they are? Can you connect them to the help they need in a timely manner? Though the ability for users to work remotely can provide organizations with greater flexibility, connecting these workers to E911 can represent a challenge to an enterprise.
Read More >
Utility customers not only crave solutions for more reliable communication, but desperately need them. So when Hurricane Matthew tracked across Florida, a major utility partnered with West to provide the instant peace-of-mind their customers sought. Determined to keep customers in-the-know throughout Matthew’s entire lifecycle, they employed a number of communication strategies to ensure every customer’s voice was heard. When all was said and done, they successfully automated around 34,000 inbound calls, placed 2.3 million proactive outbound calls and saved $1 million along the way.
Download this case study to learn more about this Florida utility company’s success during Hurricane Matthew. Read More >