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Category: Healthcare


Category: Healthcare

West Corporation

Posted on March 23, 2017 by West Corporation 


5 Major CX Considerations to Think Through Now

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 >

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 10, 2017 by West Corporation 


Natural Language and Your CX: The Perfect Match?

Finding the right combination of communication solutions to drive the ideal customer experience (CX) can feel a lot like getting back into the dating pool… exciting, confusing, intimidating. To pursue or not to pursue? That is the question. This is especially true when checking out a speech-enabled Natural Language (NL) application.

NL is gorgeous on the outside looking in, but a fickle mistress to organizations that jump into the relationship without getting to know the deeper nuances. Luckily, companies thinking about introducing a NL solution to their IVR can avoid a disastrous blind date: Click here to learn When to Use Natural Language – and When to Avoid It. Read More >

West Corporation

Posted on February 8, 2017 by West Corporation 


The 10 New Rules of the Inbound Contact Center

Things have changed in the contact center. Customer experience is no longer bound by the limitations of legacy on-premises system capabilities. In their place, new cloud-based solutions offer a more flexible and agile approach, resulting in considerably more rewarding customer interactions.

But while new cloud-based technology can play a major role in an organization’s ability to deliver a more effective customer experience, it needs to be grounded in solid strategy. “The 10 New Rules of the Inbound Contact Center” provides a playbook through which any brand can get the most from their cloud-based platform: Read More >

West Corporation

Posted on January 25, 2017 by West Corporation 


Consumer Survey Offers Key Insights to Improve CX

Not long ago, grocery shopping happened solely in-store and banking was done with the help of a human teller. But in the blink of an eye, the internet, social media and mobile devices changed the relationship between company and customer as we knew it. Now, the quality of every interaction with a brand plays into a larger customer experience lifecycle that evolves with every conversation, across multiple channels.

89 percent of customers have switched brand loyalties due to poor CX. 69 percent will pay more for products and services from brands with a good CX reputation.

West surveyed more than 500 U.S. consumers to understand how they define high quality CX, gauge how communication preferences shift across self-service and proactive interactions, and identify which industries are leading and lagging in CX delivery. Download this whitepaper to explore customer expectations for your CX and learn: 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.

Luckily, addressing emergencies with more proactive communication has the opposite effect. Companies in the utility and pharmaceutical industries, for example, can increase customer satisfaction and cost savings by addressing a whole array of concerns, from preparedness tips to prescription refill reminders, before customers even recognize a problem. In fact, West helped two distinct companies realize the benefits of proactive communication firsthand, facilitating a total of 5.2 million outbound messages during Hurricane Matthew in 2016.

Click here to read about the positive impact proactive outreach during this emergency situation.

Read More >

West Corporation

Posted on January 6, 2017 by West Corporation 


The Future of CX: Machine Learning Will (Finally) Make Business Personal

Greg Ablett, SVP of Utilities and Business Support at West, offers insights into how businesses in every industry can prepare for the future impact machine learning will have on the customer service industry in his article published by Data Informed, a leading resource on data analytics and management strategies.

“Business analytics and, specifically, machine learning are turning the proverbial ‘dating’ game between businesses and consumers on its head. Instead of assembling interactions based on preconceived notions about how consumers want to be treated, machine learning enables companies to deliver truly personalized communication based on up-to-the-moment data…”

Click here to learn what steps Greg recommends companies take to stay ahead.

West Corporation

Posted on January 5, 2017 by West Corporation 


SaaS or Managed Services: Which Contact Center Option Fits Your Needs?

You’ve made the big decision. You know you’re going to update—or even upgrade—your contact center with a cloud solution. But there are more choices you need to make. One of the first and most important choices about a cloud solution is whether to choose Software as a Service (Saas) or Managed Services.

Each option has its advantages, but your ultimate decision will depend on several factors. These include the depth of your in-house resources, your desired level of support and your outlook on a strategic partner that will continually optimize your business. To see the features and differences between SaaS and Managed Services, view this helpful infographic describing the benefits of each. It covers what you’ll need to consider about:

  • Staffing
  • Configuration
  • Support
  • Analytics
  • Channels
  • Cost
West Corporation

Posted on December 19, 2016 by West Corporation 


A Better Contact Center for a Better Customer Experience

If you haven’t replaced or upgraded your contact center solutions recently, there’s a good chance your customers have noticed. Customer care has made huge advances over the last several years, and customer expectations have responded. Today’s customers demand the flexibility to communicate with you in their preferred channel at their preferred time. And they no longer accept long wait times and impersonal service as the norm.

You need to keep up in order to keep your customers.

In the past, updating or replacing your system to provide a higher level of service was cost-prohibitive. Today, that’s not necessarily the case. With a good cloud-based system and an experienced partner, you can take your customer experience to new heights without doing the same for your expenditures.

To discover how that’s possible, download our e-book, The Many Benefits of Modernizing Your Contact Center. In it, you’ll find how a modern contact center:

  • Saves your business money over time
  • Provides a better experience for your customers and agents
  • Needs more than just software
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

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