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West Corporation

Posted on August 27, 2019 by West Corporation 


3 Factors for Customer-Centric Product Management and Development

Even the most advanced technology may not resonate with customers. Instead, your customers want the best solution for their specific problem. That’s why customer-centric product management and customer-centric product development are so important.

In other words, you need to focus on building a great customer experience from the earliest stages of enterprise product management and at every stage after.

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West Corporation

Posted on July 30, 2019 by West Corporation 


Self-Service Customer Experience: Not Just for Millennials

Adding self-service technology, like kiosks and IVR, to purchase and customer service processes has obvious benefits for meeting millennial consumer behavior. But the benefits go beyond this one demographic. From schools to corporations, you find people of all ages buried in their smartphones, looking for quick answers to simple problems. That’s why it’s so important to focus on the self-service customer experience.

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West Corporation

Posted on July 22, 2019 by West Corporation 


5 Ways Stable Teams Can Transform Your Business (And 5 Fears That May Be Holding You Back)

Do you want to create the best experience for your customers? Do you want to thoroughly engage employees? How about increasing productivity throughout your organization? Then it may be time to rethink how you build your teams. To see results, try out an increasingly popular “disciplined agile” approach that starts the moment a team comes together by maintaining stable teams.

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West Corporation

Posted on June 13, 2019 by West Corporation 


Directed Dialog or Natural Language: Is Conversational IVR Right for You?

Directed dialog or natural language. You may not understand those two terms, but chances are pretty good you’re already using one of them when communicating with your customers. They both describe a form of interactive voice response (IVR) system, but one creates a far more conversational IVR experience. Read through the comparison below and see just what you need to know about choosing a directed dialog or natural language option.

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West Corporation

Posted on May 17, 2019 by West Corporation 


Location Accuracy: Better Locations, Faster, Saves Lives

Softphones are becoming the communication tool of choice for enterprises, and with good reason. They offer a variety of communication features that ease team collaboration, and provide users with the flexibility of working virtually anywhere. However, what would happen if someone in your organization dialed 911 from their softphone? Are you equipped with the necessary systems to locate that 911 caller and route the call, with accurate location information, to the nearest Public Safety Answering Point (PSAP)? How quickly can first responders locate an emergency in your enterprise, if that 911 call comes from a softphone?

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West Corporation

Posted on May 9, 2019 by West Corporation 


10 Analytics-Powered Ways Customer Experience Drives Revenue Growth

Customer experience is touted by many as the one of the most important factors for today’s businesses. But if it can’t help you attract customers and raise profits, is it really worth it? Fortunately, customer experience drives revenue growth in several ways, and you can take advantage of that fact with the help of analytics. Read More >

West Corporation

Posted on April 11, 2019 by West Corporation 


Customer Experience Analytics: Definition, Examples and Benefits

Customer service is one of the most expensive and frustrating aspects for many business owners and operators. Despite your best efforts, customers still vent their frustrations on public forums, yet the source of their anger is not clear. Instead of making customer care improvements based on a customer’s impulsive Tweet or your gut feeling, there’s a better option: customer experience analytics. Read More >

West Corporation

Posted on April 4, 2019 by West Corporation 


Get Vertical! FCC proposes three-meter vertical location accuracy for 80% of indoor 911 calls

By Jerry Wilke Director, Customer Team, West Safety Services

On March 15, 2019, the Federal Communications Commission (FCC) initiated the rulemaking process to review vertical location accuracy requirements for wireless carriers. In the FCC’s Fourth Further Notice of Proposed Rulemaking (Fourth FNPRM), the Commission stated that the vertical location metric will “more accurately identify the floor level for most 911 calls, reduce emergency response times, and save lives.”

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West Corporation

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