Category: Industries


Category: Industries
West Corporation

Posted on June 30, 2016 by West Corporation 


5 Steps Toward a Modernized Healthcare Contact Center

By Brian Cooper, Sr. Account Executive, West Corporation

Contact center modernization is a journey. Knowing where you are in your modernization journey makes it easier to determine which “on ramp” to take as you work towards successfully transforming your healthcare contact center (see my previous blog to determine your contact center’s maturity level). The following are a sequence of steps and considerations that can help guide you on your contact center modernization journey, whether you’re crawling, walking, or running.
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West Corporation

Posted on June 29, 2016 by West Corporation 


Cooking up Customer Loyalty

Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.

Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >

West Corporation

Posted on June 20, 2016 by West Corporation 


The Unique Recipe for a Connected Customer Experience

Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:

While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy

Gordon highlights three big moves organizations can make to address this struggle:

  1. Evaluate where you are and where you want to be
  2. Identify gaps in communication between the two
  3. Prioritize next steps based on mutual value to the brand and customers

Click here to read the full article and dive into each step.

West Corporation

Posted on June 16, 2016 by West Corporation 


Crawl, Walk, Run: Know Where You Are in Your Modernization Journey

By Brian Cooper, Sr. Account Executive, West Corporation

You feel it in your bones – your organization could benefit from a modern contact center that would optimize the patient experience, create additional call capacity as volume grows, and free up front desk staff to more effectively engage with their patients. But the process can seem daunting, especially if you don’t know where to begin. The good news is that wherever you are on the journey towards optimizing the efficiency of your contact center, even small changes can make a big difference. Whether your organization is crawling at a snail’s pace or ready to run, there are steps you can take leveraging technology now to move towards a cutting edge contact center.
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West Corporation

Posted on June 2, 2016 by West Corporation 


The Pharmacist as Provider: Retail Meets the Clinical

By Robert J. Dudzinski, Pharm.D., Executive Vice President, West Corporation

Healthcare reform is opening up unprecedented opportunities for pharmacists to take a much more empowered role in provisioning care. In fact, pharmacists today are no longer simply dispensing drugs—they are becoming providers.

This expanding role stems from the need to engage patients for better care management. Today’s healthcare organizations recognize that their success in a value-based care environment depends largely on getting patients more engaged in managing their own health and care. Here lies the heart of the opportunity for the pharmacist to become an essential provider in the care continuum.
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West Corporation

Posted on May 26, 2016 by West Corporation 


HITRUST Forms a Business Associate Council for Healthcare

By Rebekah Johnson, CIPP/US, HITRUST BA Council Member

I had the honor of being selected as one of the initial members of the Health Information Trust Alliance (HITRUST) Business Associate Council (BA Council).

The BA Council will leverage the thought leadership and experiences of its members to help drive efficiencies and effectiveness in third-party assurance.

Why the BA Council Matters
Many HIPAA-covered entities now require business associates that create, access, store, manage, or exchange protected health information (PHI) to become certified as compliant with HITRUST’s Common Security Framework (CSF). Ensuring a comprehensive and standardized approach to the privacy and security of PHI shared with third-party vendors has never been greater. Current approaches to complying with security requirements are inconsistent and uncoordinated, leading to higher costs and inefficient security processes.
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West Corporation

Posted on May 20, 2016 by West Corporation 


Essential GIS – the Future is Now!

By David Peck, Sr. Account Executive, West, Safety Services

An integrated approach to Geographic Information Systems (GIS) is essential to Next Generation 9-1-1 (NG9-1-1) Public Safety Answering Points (PSAPs). There are many benefits to be realized – geospatial routing, data sharing, precise address referencing and more.
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West Corporation

Posted on May 19, 2016 by West Corporation 


Three Crucial Considerations for Pharmacists in the Age of Consumerism

By Robert J. Dudzinski, Pharm.D., Executive Vice President, West Corporation

Customers have long turned to their trusted pharmacist for advice about medication and how to best manage their various conditions. But as these consumers take on ever more financial responsibility for their healthcare, so, too, does their need grow for more engagement with their pharmacists. To that end, pharmacies have an unprecedented opportunity to enhance their status as a valued provider. The following three questions will help them assess their readiness for this new position in today’s care continuum.
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West Corporation

Posted on May 12, 2016 by West Corporation 


GPS for Corporate Wellbeing ROI

By Pam Mortenson, EVP, Wellness Solutions, West Corporation / Health Advocate Solutions

You’re working hard at workplace wellness. Why isn’t the payoff – in terms of reduced healthcare costs and better outcomes – keeping pace with your investments?

If you’re like many companies, you may be providing your employees with an increasing menu of services such as biometric assessments, mental and behavioral health, wellness coaching, work/life balance programs and EAP offerings. What may be missing is a customized plan for each employee that takes him or her on a journey towards health.
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West Corporation

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