You can have it cheap, fast or good. Pick two.
Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. Read More >
Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing. Call centers and contact centers are two distinct models for business communication. And assuming otherwise could lead to an embarrassing faux pas or a damaging business mistake.
The primary difference between a call center and contact center lies in the methods of communication and overall experience. But before getting into specifics, start by understanding what these terms really encompass. Read More >
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 >
By Julie Wajda, Product Development Manager
So you’ve decided to move your contact center to the cloud. Great decision! But there are a few more choices to make, including which solution is right for you: SaaS or managed services. Read More >
When’s the last time you updated your inbound contact center?
If your technology is still the same as when you installed it 10 years ago, it’s time for a change. New cloud-based solutions offer a more flexible and agile approach than legacy, on-premises systems.
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.
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 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.
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 >
If you’re like many companies, you’re considering either an update or a complete upgrade of your contact center solution. This is obviously a decision that you can’t take lightly. You’re undoubtedly facing budgetary pressure, which means you need to implement the right solution the first time.
