Category: Interactive Services


Category: Interactive Services
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

Posted on November 30, 2017 by West Corporation 


3 Benefits of a Managed SMS Provider You May Not Have Considered

By Molly Slater, Sales Engineer

If you’re listening to your customers, you know there’s one channel many of them prefer to use to communicate: texting. But how do you send each of them a personalized message that meets their need?

The expectation is increasingly common, as is the above question. Fortunately, any business can deliver the experience customers crave with the help of a managed SMS provider. Read More >

West Corporation

Posted on November 16, 2017 by West Corporation 


5 Steps to Optimize Customer Experience in 2018

By Dan Gordon, Senior Vice President of Strategy and Development

It’s not enough to have the best products or the best marketers anymore. Customers are looking to make connections with their brands. They want to feel like they’re cared for and that they got more than just a good deal. They’re looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.
Read More >

West Corporation

Posted on November 9, 2017 by West Corporation 


5 Common IVR Complaints Killing Your CX

By David Orwick, Product Development Manager

Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. Read More >

West Corporation

Posted on November 2, 2017 by West Corporation 


4 Factors Increasing Call Volume at Your Business (and How Proactive Communication Can Help)

By Tyler Weaver, Director of Sales

A well-trained, well-staffed contact center is an important step in making a good first impression with your customers, but it’s not the only way nor the most cost-effective. With a strong proactive communication strategy, you can answer questions, create exceptional customer experiences (CX) and address four factors increasing call volume at your business. Read More >

West Corporation

Posted on October 31, 2017 by West Corporation 


5 Steps to Creating Proactive Engagement Strategies

By Doug Thompson, Director of Product Management

Customers expect more from their brands than ever before. They’re looking for the products, services or information they want on the channel they want, when they want it. And with texting emerging as the clear channel of choice, strong proactive engagement strategies are more important than ever. Read More >

West Corporation

Posted on October 27, 2017 by West Corporation 


5 Key Steps to Build a Good Bot

By Aaron Fisher, Vice President of Innovation

Unless you’ve been living unplugged for the past two years, you’ve almost certainly heard the buzz around exciting developments in artificial intelligence (AI), machine learning and bots. Read More >

West Corporation

Posted on October 12, 2017 by West Corporation 


Why Not Make Every Day CX Day? (Plus 5 Tips to Get Started)

By Bruce Pollock, Vice President of Strategic Growth Planning

Every year, the Customer Experience Professional Association hosts CX Day, in which thousands of consumers and CX professionals honor customer experience achievements through online posts, company celebrations and local networking events across the world.

CX software and service vendors gleefully spread the festive spirit across their websites, social media and to their prospects’ email inboxes. Industry bloggers and other CX aficionados don’t dare miss the opportunity to offer key dos and don’ts. And in hallways, boardrooms, and home offices afar, CX professionals leverage the day to promote their plans and successes to date and buck for new budget dollars for their cause.

Read More >

West Corporation

Posted on October 6, 2017 by West Corporation 


3 Ways Technology Can Improve the Pharmacy Experience

By Mike Snyder, Director of Sales and Pharmacy Experience Strategist

Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >


West Corporation

utility-side-menu