Category: Interactive Services


Category: Interactive Services
West Corporation

Posted on February 12, 2018 by West Corporation 


Top 3 Benefits and Best Practices of Contact Center Modernization

By Jil Fisher, Vice President of Product Management

Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie.

Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization. Read More >

West Corporation

Posted on January 29, 2018 by West Corporation 


30 Customer Experience Questions to Guide You Through the Jungle

By Jarrett Schmidt, Senior Vice President of Sales

Create great customer experiences. For an ever-growing number of businesses, that’s the golden goal — the El Dorado of customer care.

But as new theories, technologies and market demands continue to sprout, business owners and leaders can soon find themselves enclosed by thick vegetation. Soon, the once-clear path has fallen out of sight. Read More >

West Corporation

Posted on January 22, 2018 by West Corporation 


27 Stats That Show What Consumers Expect from Brand Communication

By Ben Page, Director of Sales

Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication. Read More >

West Corporation

Posted on January 15, 2018 by West Corporation 


10 Proven Champion-Challenger Optimizations To Improve CX

By Jay Harris, Senior Director of Client Operations

It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan.

But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S. pharmacy is one of many businesses that has achieved just that. They improved customer experience (CX) and raised prescription refills by 8.8 million thanks to one important strategy: champion-challenger testing. Read More >

West Corporation

Posted on January 3, 2018 by West Corporation 


How to Build a Single Customer View

By David Orwick, Product Development Manager

As competition rises in every industry, customers choose brands more often based on their experience with a company. Consumers want to know that a business truly cares about them and can deliver a personalized experience.

For an organization with millions of customers, that may sound impossible, but with a little strategy and one helpful piece of technology, any business can create a single customer view to deliver personalized experiences for each and every customer. Read More >

West Corporation

Posted on December 18, 2017 by West Corporation 


13 Benefits of a Pilot Project Before Buying

By Peter Wulfraat, Vice President of Sales

Starting a new project can be exciting, challenging, and scary all at the same time. Whether it’s texting customer service or adding natural language to your IVR, you know a new technology solution has the potential to improve the customer experience, but how will your customers respond?

So how do you answer that question without paying for and implementing a full-scale solution? You start small and take it for a test drive with a pilot project. Read More >

West Corporation

Posted on December 12, 2017 by West Corporation 


15 Stats That Show How Mobile Shopping is Shaking Up Retail

By Emily Bannick, Director of Client Services

Whether you’re looking for a Christmas gift or just treating yourself, mobile shopping has definitively changed the face of retail.

Consumers have shifted from shopping primarily in brick-and-mortar stores to buying their goods and gifts online. And now, another change is occurring as customers bypass their laptops in favor of mobile shopping on their smartphones. Read More >

West Corporation

Posted on December 5, 2017 by West Corporation 


4 Ways to Reduce Call Volume with SMS

By Andrew Dill, Sales Executive, Utilities

Most companies want to provide good customer service, but every second someone spends on the phone costs money. So businesses start tracking things like average call length, which leads agents to rush through calls, hurting the customer experience (CX).

Fortunately, there’s an option that both improves CX and lets you reduce call volume, and it’s located in nearly everyone’s pocket: SMS texting. Read More >


West Corporation

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