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West Corporation

Posted on October 19, 2017 by West Corporation 


6 Questions for VoWiFi 911 User Set-Up and Provisioning

By: Marcus Andronici, Principal Sales Engineer

If you’re a telecommunications service provider (TSP) planning to offer WiFi calling, it’s never too early to start thinking about your support for 911. I always encourage our customers to prepare well in advance to help mitigate delays and frustration down the road.

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West Corporation

Posted on October 12, 2017 by West Corporation 


Why Not Make Every Day CX Day? (Plus 5 Tips to Get Started)

By Bruce Pollock, Vice President of Strategic Growth Planning

Every year, the Customer Experience Professional Association hosts CX Day, in which thousands of consumers and CX professionals honor customer experience achievements through online posts, company celebrations and local networking events across the world.

CX software and service vendors gleefully spread the festive spirit across their websites, social media and to their prospects’ email inboxes. Industry bloggers and other CX aficionados don’t dare miss the opportunity to offer key dos and don’ts. And in hallways, boardrooms, and home offices afar, CX professionals leverage the day to promote their plans and successes to date and buck for new budget dollars for their cause.

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West Corporation

Posted on October 9, 2017 by West Corporation 


4 Key Features of a VoWiFi 911 Solution

By: Marcus Andronici, Principal Sales Engineer

Handset technology has evolved to the point that WiFi calling can often be a seamless experience for your users (on WiFi-enabled devices). For competitive carriers, VoWiFi is a means to:

  • Move calls off your networks to alleviate data/network demands.
  • Deliver differentiated services to your subscribers and reduce subscriber churn.
  • Provide coverage when and where wireless calls aren’t possible i.e., indoor environments where coverage can be limited.
  • Expand your carrier footprint while reducing roaming costs, thus eliminating the need to put additional roaming agreements in place.

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West Corporation

Posted on October 6, 2017 by West Corporation 


3 Ways Technology Can Improve the Pharmacy Experience

By Mike Snyder, Director of Sales and Pharmacy Experience Strategist

Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >

West Corporation

Posted on September 21, 2017 by West Corporation 


How to Communicate During Emergencies

By Chandler Harrison, Account Development Executive

Surprises are best reserved for birthday parties and bouquets. When disaster strikes, customers are actively seeking answers on the web, sending text messages and scouting out phone numbers to call.

Failing to adequately communicate during emergencies means risking potentially irreversible damage — starting on social media and ending at the bottom line.

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West Corporation

Posted on September 20, 2017 by West Corporation 


3 Benefits of a Channel-Agnostic Platform

By Jarrett Schmidt, Vice President of Sales

When it comes to your communication infrastructure, which is better: multiple providers or just one?

If you said one, you may think it’s easier to have integrated solutions on one platform, managed by one entity. And if you said multiple, you must realize one provider’s tech may not always be the best at everything.

But you can get the best of both options with a provider that uses a channel-agnostic approach.

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West Corporation

Posted on September 14, 2017 by West Corporation 


How to Use an Outage Experience to Improve Customer Satisfaction

By Janet Mushrush, Director of Sales, Utilities

The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”

Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >

West Corporation

Posted on September 12, 2017 by West Corporation 


5 Types of SMS Conversations for Business

By Jody Kistaitis, Director of Sales

There are many ways to communicate with customers. But if you’re not effectively engaging them with SMS conversations, you’re missing an important piece of the customer experience.

According to Pew Research Center, text messaging — most commonly done as SMS messaging — is the most widely used smartphone feature, surpassing phone calls, emails and internet use. Read More >

West Corporation

Posted on September 7, 2017 by West Corporation 


Top Ways Utilities Use Customer Data to Improve CX

By David Cathey, Vice President, Utilities

The world runs on data. Data drives sales, justifies infrastructure improvements and provides a visual measure of success. And utilities can even use customer data to improve customer experience (CX).

Your company has data on everything. You know how many kilowatts you produce every month; you can predict volume; and you can use that data to suggest fair rates and important upgrades.

But how are you using customer data to reduce cost and improve CX? Read More >


West Corporation

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