Bruce Pollock, VP of Strategic Growth and Planning, West
As people evolve in step with the technology they touch, cloud-based solutions provide the flexibility and agility organizations need to respond to them effectively. But. The right technology is just one piece of the puzzle.
By 2020, if not before, Customer Experience (CX) will become more important to customers than price or product as a key brand differentiator. As such, a set-and-forget technological mindset that companies have used in the past is dangerous. As expectations climb, organizations that fail to ground technology in thoughtful strategy will struggle to connect meaningfully and effectively with customers. Without forethought, interactions become siloed across channels and departments, customers repeat themselves as they are passed from agent to agent, and the company’s top and bottom line suffers.
So how can you help your clients avoid these commonplace contact center pitfalls? Let’s look at a few inbound strategies that are essential to success in today’s CX landscape. Read More >
West collaborated with CCW Digital—a prominent community, resource hub and advisory for customer management practice, call center and customer experience professionals—on their Performance & Agents Executive Report. This report addresses the goals, challenges and solutions that organizations should address in the pursuit of a result-oriented customer experience function.
Within the report, West’s “Practicality Guide: An Illustration of Improved Performance,” offers up 5 Rules of Customer Experience Performance (starting on page 25). You can read more about these best practices in the full write-up here.
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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 >
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.
In the past, when utility field crews had work to get done in a substation (the intimidating looking cluster of electrical towers, encircled by barbed wire and high-voltage signs), they had to call in to their employer to check-in and out. Because, well, safety first. Unsurprisingly, busy signals pile up at the control center, production takes a hit as field crews wait on hold, and safety remains a concern. A new solution called SubTrac is changing all that. Click here to see what I mean.
The first standalone tracking product of its kind, SubTrac allows field crews to use two-way text messaging to check-in and out. Read More >
West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. Recognizing the major role the contact center plays in a company’s customer experience and bottom line, West designed its contact center offering with the intent to connect interactions across multiple channels, boost agent productivity, increase connection rates and build long-term brand advocates.
CRM recognized West for the depth of its Cloud Contact Center’s functionality and addition of multichannel capabilities, network-based queuing, and preview, predictive, and progressive dialing modes that provide artificial intelligence to manage dialer pacing in real time. It also attributed much of West’s success to a number of strategic business decisions, including divesting its agent services back in January 2015. Click here to read the full write-up. Read More >
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 >
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 >
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 >
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 >
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 >