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Category: Industries


Category: Industries

West Corporation

Posted on June 1, 2017 by West Corporation 


Optimizing Performance with Champion Challenger Testing

Unrelenting customer evolution demands unrelenting customer experience (CX) optimization. In traveling along this line of thinking, inspirations to integrate the latest and greatest technologies often emerge before decision-makers take more obvious and immediately beneficial considerations into account. Sometimes, it’s the thoughtful, yet subtle investments that garner the highest returns. And solid consultative partnerships can help ensure these “ah-ha” moments don’t slip through the cracks.

For example, West recently identified two opportunities to increase self-service within a client’s interactive voice response (IVR) system. By making a few tweaks to this leading financial services company’s call flow, West set them up to save an estimated $5.4 million in the next year.

Read this case study to explore how conducting two strategic Champion Challenger tests has positioned West’s longtime partner to save big while providing a more rewarding CX — all while avoiding the need to sacrifice an abundance of organizational resources.

West Corporation

Posted on April 19, 2017 by West Corporation 


How Utilities Should Respond to the Mobile Shift

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 >

West Corporation

Posted on April 11, 2017 by West Corporation 


Utilities Are Changing Up Their Substation Approach

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.

Read More >

West Corporation

Posted on March 14, 2017 by West Corporation 


Regulators Open the Door for Utility Investment in the Cloud

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 >

West Corporation

Posted on February 2, 2017 by West Corporation 


Data Can Be Your Customer Experience MVP

You’re gearing up for Super Bowl 51 this weekend, right? Imagine if you were settling in with your Best Buds (“King of Beers,” pun definitely intended) and discovered that it was aired via Pay-Per-View (PPV)…

Okay, don’t fret—this isn’t the case—but there are plenty of big TV events that are PPV-only throughout the year.

One leading cable/satellite company seized the opportunity for PPV viewership using proactive communications to promote an Ultimate Fighting Championship (UFC) event that would likely pique the interest of many subscribers.

It worked.

Read More >

West Corporation

Posted on January 24, 2017 by West Corporation 


How to Communicate During Emergencies

Surprises are best reserved for birthday parties and bouquets. When disaster strikes – like when the power cuts out – organizations can be sure their customers are actively seeking answers on the web, sending text messages and scouting out phone numbers to call. Failing to meet expectations during these time-sensitive situations means risking potentially irreversible damage — starting on social media and ending at the bottom line.

Read More >

West Corporation

Posted on January 13, 2017 by West Corporation 


Preparing Utilities for Winter Storm Jupiter

As utility companies organize for storms, each has a set of procedures to go through in preparing to make the event pass quickly and safely. They go through their documented and well-rehearsed plan to make the event as easy on their customers as possible.

As a provider of communications services, we also have procedures that we go through for storm preparedness.

Read More >

West Corporation

Posted on December 15, 2016 by West Corporation 


The New Bitter Pill: Patients Not Taking Medications

By Mike Synder

In healthcare, we love to highlight the latest innovations and medical breakthroughs—and while that first-of-its kind surgery is important, it’s also important to focus on the basics—which often prove to be not so basic.

One “basic” lesson for healthcare providers is that prescribing life-saving medications isn’t enough. Medications don’t work if patients don’t take them. In fact, studies have shown that 3 out of 4 patients do not take their medications as prescribed.

Now, this isn’t necessarily an ‘aha moment,’ but it’s an issue that has come to the forefront with the release of a recent Vital Signs report from the Centers for Disease Control and Prevention (CDC). According to the report, 70 percent of U.S. adults ages 65 and older have high blood pressure (which is defined as 140/90mmHg or higher), but nearly half do not have their blood pressure under control. What’s even more troubling is that at least 25% of those adults with Medicare Part D prescription drug insurance are not taking their blood pressure medicine as directed.

High-risk populations
Whether that means skipping doses or forgoing the medicine altogether, it’s problematic. Not taking blood pressure medication contributes to higher risks of heart attack, stroke, kidney disease, and death. Further, the CDC report highlights that some populations are more at risk than others, with the percentage of Medicare Part D enrollees not taking their blood pressure medicine being higher among certain racial/ethnic groups, like American Indians, Alaska Natives, Blacks and Hispanics, and in geographic areas like the Southern U.S. states, Puerto Rico and the U.S. Virgin Islands.

At first glance, it’s easy to be baffled by those statistics. Why is it so difficult for patients to take their medications, especially when the consequences are potentially deadly? As the report explains, there are many reasons why patients don’t take their medications. Some fail to fill the prescription at all or forget to refill it on time. Others stop taking the pills because they don’t have noticeable symptoms or because they experience unwanted side effects. In some cases, medications are just too expensive for patients.

Regardless of the why, providers have a responsibility to empower patients, not only within the walls of the exam room, and at the pharmacy, but also at home, on-the go, and everywhere in between. After all, healthcare today spans across the continuum of care. It requires providers to connect with patients in new ways that are meaningful and relevant. It demands that providers adapt their communications to meet patients’ needs, rather than expect patients to adapt to their needs or preferences.

Communication gaps
At the core of the important work that needs to be done is communication, which might be classified as basic, but is a shortcoming for many healthcare providers. This communication gap is arguably one of the biggest cracks in our healthcare ecosystem. At West, we know that engaged patients are healthier patients and that’s the foundation of everything we do. We believe that combining technology-enabled communications with clinical resources to help engage patients beyond the clinical setting, across the continuum of care, is critical to improving the patient experience, outcomes, and costs.

In order to be impactful, communication to increase medication adherence must be patient-centric, proactive, and consistent. We’ve learned that once communication becomes reactive, it’s usually too late to be effective. That’s why we offer providers the ability to send smart, automated communications like text messages, voice calls, and voice messages, based on language preference (multiple language on voice, and Spanish for text). With our approach, providers can personalize interventions, delivering the right communication, at the right time in the patient’s channel of choice. Our technology also helps providers to best allocate their clinical and administrative resources by assessing which patients are engaging with the communication as expected and which patients require an escalated intervention.

We’ve seen the results of these communication strategies firsthand at health systems across the country. By keeping our focus on patients, and leveraging technology, we can all make an impact and help to improve blood pressure control nationwide. And while that may seem ‘basic,’ the outcomes can be quite profound.

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!

Read More >


West Corporation

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