Category: Industries

Category: Industries
West Corporation

Posted on December 11, 2015 by West Corporation 

TFCC is Now “West”

We are pleased to announce that TFCC is officially adopting the West name! Longtime partners, West has always provided the backbone of TFCC’s solutions to provide utility companies with unrivaled communication support. We are evolving as a company, and combining our expertise in the utility business and comprehensive customer experience lifecycle management.

This shift gives us an opportunity to share the story of our cross-vertical capabilities and the added value we’ll be equipped to provide utility companies and their customers across the country. We hope you’ll share in our excitement! Read More >

West Corporation

Posted on December 7, 2015 by West Corporation 

Winter is Coming: Update Your Outage CX

HBO recently taunted Game of Thrones (GOT) fans with teaser art featuring actor Kit Harington’s (presumably) deceased character, Jon Snow, accompanied by the anticipated release month: April. While speculation continues to build regarding Snow’s mortality, the springtime premiere forecasts a lengthy cold-spell for fans eager to uncover the whole truth.

As GOT fans hunker down for the winter, utility companies are in a unique position to play the role of “King’s Hand” and help pave the way for customers. In other words, the people of the land want their utility companies to heed the Starks’ words and prepare accordingly: Winter is coming – bringing with it the challenges of ice storms and high winds that cut like Valerian steel.

By directing all outage calls through highly optimized High Call-Volume Answering (HVCA) systems, utility companies are sentencing confusing IVR amalgamations to death, vanquishing busy signals and empowering customers to interact with one consistent persona in any situation. Read More >

West Corporation

Posted on November 13, 2015 by West Corporation 

Embracing SMS: Luv 2 ur CX

Texting isn’t just a pick-up-game. Adopted by the majority of people in the U.S., it’s increasingly seen as a “free” mode of regular communication. As brands of every type address the loud-and-clear customer preference to communicate with their thumbs, it’s important for seasoned texters and newbies alike to heed the rules of the SMS playing field.

There’s no need to worry if you don’t know the difference between a vanity short code and a dedicated short code; that’s what communication partners are for. This quick list of SMS FAQs will make it “EZ 4 U” to appreciate the details of recent opt-in regulation updates. Read More >

West Corporation

Posted on by West Corporation 

We All Wanna Be “Where Everybody Knows Your Name.”

So customer relationships should be akin to a one-on-one courtship, but they can’t possibly be so intimate; profit margins would plummet and, inevitably, someone (or something(s)) would fall through the cracks. How do we manage? Start with balance – making the everyday experience a little less like “take a number” and more like Cheers.

The time has come for companies to face the music: No matter the industry, consumers call the shots. Bill Price, founder of Driva Solutions, teaches us about hierarchy of seven consumer needs in a “Me2B” world:

  1. Know me; remember me
  2. Give me choices
  3. Make it easy for me
  4. Value me
  5. Trust me
  6. Surprise me
  7. Help me do more, better

Read More >

West Corporation

Posted on by West Corporation 

Brands are from Mars, Buyers are from Venus?

Committed personal relationships aren’t formed overnight. Customer relationship management leader JC Quintana shared his insights in October (Watch the video or check out his book.) and filled us in on three common myths among business leaders:

  1. It’s all about doing business. (Hello, silos. What’s your end-game?)
  2. Technology solves everything. (Put some thoughtful “oomph” behind that IVR!)
  3. Net Promoter Score is the be-all, end-all. (Make sure I’m yours, then we can talk about recommendations.)

Brands have to get back to the basics and start with an honest investment in building relationships. You wouldn’t propose to the apple of your eye a the first date, would you? (Certainly not with a text message!) So why do we expect it to be that easy with business consumers?

Read More >

West Corporation

Posted on November 3, 2015 by West Corporation 

West Acquires Magnetic North

On November 2, 2015, West Corporation announced the acquisition of Magnetic North, Ltd., a leading U.K.-based provider of proprietary hosted customer contact center and unified communications solutions to enterprises.

For nearly 30 years, we have been dedicated to delivering new solutions, new capabilities and new choices that enable brands and their customers to connect – whenever and however they choose.  Streamlining technology platforms, applications and services to achieve optimal performance is a hallmark of our business. As Magnetic North becomes part of West, we will be even better positioned to help our clients deliver exceptional customer experiences across diverse channels, devices and geographies.

Read More >

West Corporation

Posted on October 21, 2015 by West Corporation 

Where We’re Going, We Don’t Need Busy Signals

Great Scott! Today, we occupants of the future celebrate a little-known holiday worthy of cracking open a few Pepsi Perfects: Back to the Future Day!

In the iconic 1985 film Back to the Future II, Marty McFly and Dr. Emmett Brown travel in time to October 21, 2015 to ensure Marty’s future children avoid foreseen disaster. To commemorate Marty and Doc’s voyage through time, let’s hop on our new HoverBoard, grab a ticket to Jaws 19 and enjoy a futuristic refreshment.

Although 3D billboards aren’t yet talking to us, and we may have to wait another few years get our hands on an actual hoverboard, there is no doubt that communication has changed drastically in the last 30 years.

Read More >

West Corporation

Posted on October 8, 2015 by West Corporation 

Don’t Ignore Any Outage

Feeling ignored by friends can be irritating. Feeling ignored by co-workers can cause miscommunication.

Feeling completely unsure of where your voice has landed when you are in an emergency situation is downright terrifying.

Imagine: A storm has blackened the sky. The first bolt of lightning cracks its whip. Lights out. Your frantic fingers dial the local utility company and you are taunted by a cold busy signal.

Utility customers not only crave solutions for more reliable communication, but desperately need them. As human beings, we deserve the peace-of-mind that we are being kept safe. Utility companies are in a unique positon to provide life’s necessities and keep consumers in-the-know.

TFCC/West’s high volume call answering (HVCA) system has transformed the way utility companies do business in storm-related, extended-outage situations. Now, companies are using their HVCA systems for all outage reporting, even on blue-sky days. By creating a consistent customer experience, these utilities are increasing customer satisfaction and decreasing operational costs. Read More >

West Corporation

Posted on September 14, 2015 by West Corporation 

One-on-One Text Conversations Make Customer Care Easier

Picture this: You’re a frequent flyer, going from city to city every week, and spending hours in airports. You have your routine down to the letter and any substantial hitch has a domino effect on your schedule – not to mention work/life balance.

You roll with inevitable delays and gate changes better than most, but you have to be in-the-know. You don’t demand flawlessness, but you do expect communication at a rate that keeps up with the countless voice messages from your colleagues, emails from your boss, texts from your spouse, in-app bill-pay alerts, etc., that are hopefully punctuated by a few moments to catch your breath.

So, you opt-in to SMS/text alerts from your airline. When you land, your phone dings with a notification that your connecting flight is delayed due to plane maintenance. “Ok. Is there a gate change?” you naturally reply, knowing that it takes 20 minutes to trek from point A to point B.

The response: Radio silence or, perhaps worse, a plain old “Thank you for flying with us.” (Why? Because that alert was sent by a machine and there’s nobody manning it on the other end.)

There’s an estimated 30-minute hold-time when you click-to-call, so you ask a rep at a nearby kiosk who, unfortunately, hasn’t yet gotten the memo that there’s a delay in the first place, much less its implications. Meanwhile, dozens of other confused passengers are duplicating efforts – spending far more of the airline’s time and money – when a simple “There is no gate change at this time,” SMS response could have taken care of it.

Pew Research tells us that 9 in 10 Americans own a mobile device and roughly 65% of them own a smartphone, proving that this scenario is a very real one – and this customer service challenge, a pleasantly solvable one. Read More >

West Corporation

Posted on August 20, 2015 by West Corporation 

How to Prep for Each Decade of Tech

Think back to 2005. If you were up with the tech-times, you may have had one of the very first camera phones in the U.S. and a 4th or 5th generation iPod. It’s possible that you were among the early undergrad Facebook adopters – or, then again, maybe MySpace was more your speed. Meanwhile, YouTube was born.

Any one of us knows first-hand that technology changes fast and we no sooner forget how much our user-expectations have risen.

Fast-forward 10 years: Facebook, now a publicly traded company, has 1.44 billion users (now ages 13+) and over 10,000 employees worldwide. Ninety percent of Americans own a mobile phone, 64 percent of which are smartphones. American Idol, one of the most successful TV shows in history, is gearing up for its farewell season, having captured more than 6 billion viewer votes cast by phone, via SMS/text or online since its debut. And likely many of those same viewers have watched Psy’s “Gangnam Style” on YouTube 2.4 billion times and counting. Read More >