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Category: Interactive Services


Category: Interactive Services

West Corporation

Posted on August 17, 2017 by West Corporation 


3 Factors for Customer-Centric Product Management

By Laura Campbell, Product Manager

Product management isn’t just about building the best technology anymore. It’s about managing customers’ impressions throughout the product lifecycle and delivering experiences they won’t forget. Read More >

West Corporation

Posted on August 3, 2017 by West Corporation 


5 Keys for Exceptional Customer Experiences

By Michael DeLange, Director of Sales, Customer Experience Strategist

Exceptional customer experiences don’t just happen. They don’t happen when someone finds their favorite movie on cable or gets a good deal on a blender. Those moments can get someone excited, sure, but they’re just touch-points in the relationship. Read More >

West Corporation

Posted on June 1, 2017 by West Corporation 


Optimizing Performance with Champion Challenger Testing

Unrelenting customer evolution demands unrelenting customer experience (CX) optimization. In traveling along this line of thinking, inspirations to integrate the latest and greatest technologies often emerge before decision-makers take more obvious and immediately beneficial considerations into account. Sometimes, it’s the thoughtful, yet subtle investments that garner the highest returns. And solid consultative partnerships can help ensure these “ah-ha” moments don’t slip through the cracks.

For example, West recently identified two opportunities to increase self-service within a client’s interactive voice response (IVR) system. By making a few tweaks to this leading financial services company’s call flow, West set them up to save an estimated $5.4 million in the next year.

Read this case study to explore how conducting two strategic Champion Challenger tests has positioned West’s longtime partner to save big while providing a more rewarding CX — all while avoiding the need to sacrifice an abundance of organizational resources.

West Corporation

Posted on May 12, 2017 by West Corporation 


The Acceleration of Customer Experience

By: Doug Thompson, Director of Product Management and Development

Customers in every industry are evolving in step with the technology they touch. Advancements like vehicular Wi-Fi connectivity are becoming mainstream and the phrase “hang up” the phone has lost true meaning for anyone born in the last decade.

During my presentation at Forrester’s Digital Transformation, I discussed how brands must address more rapid consumer evolution and the symbiotic relationship between man and machine. The biggest takeaway? One must understand where your CX stands now in order to develop an adequate strategy to shift it to an ideal state.

After taking this brief CX Strategy assessment, be sure to click here to see what your score tells you about your personal next steps in CX strategy. Primary areas of focus include: Read More >

West Corporation

Posted on May 3, 2017 by West Corporation 


Seeing the Bigger Contact Center Picture in the Channel

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 Corporation

Posted on May 2, 2017 by West Corporation 


Leverage SMS Messaging for Fiesta-Worthy Communication

Cinco de Mayo is nearly here, which means it’s time to keep an eye out for your nearest Mariachi band and celebrate the day that the citizens of Mexico gained their independence (Read through if you’re shaking your head!).

When we think of independence, we think of the freedom to do things in the ways we want. Among smartphone and SMS/text messaging users, 64 percent prefer texting over voice customer service.[i]

Instead of perpetuating the myth that customers only ever truly want agent support, it’s time to free them to interact more naturally. In an age where customers are moving faster than ever, it’s time to provide the liberation they demand. It’s time to let them be mobile.

Read More >

West Corporation

Posted on April 27, 2017 by West Corporation 


5 Rules of Customer Experience

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.

Read More >

West Corporation

Posted on April 19, 2017 by West Corporation 


How Utilities Should Respond to the Mobile Shift

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 >


West Corporation

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