Menu

Category: Cloud Contact Center


Category: Cloud Contact Center

Posted on February 8, 2017 by West Corporation  


The 10 New Rules of the Inbound Contact Center

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 >

Posted on January 25, 2017 by West Corporation  


Consumer Survey Offers Key Insights to Improve CX

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 >

Posted on January 6, 2017 by West Corporation  


The Future of CX: Machine Learning Will (Finally) Make Business Personal

Greg Ablett, SVP of Utilities and Business Support at West, offers insights into how businesses in every industry can prepare for the future impact machine learning will have on the customer service industry in his article published by Data Informed, a leading resource on data analytics and management strategies.

“Business analytics and, specifically, machine learning are turning the proverbial ‘dating’ game between businesses and consumers on its head. Instead of assembling interactions based on preconceived notions about how consumers want to be treated, machine learning enables companies to deliver truly personalized communication based on up-to-the-moment data…”

Click here to learn what steps Greg recommends companies take to stay ahead.

Posted on January 5, 2017 by West Corporation  


SaaS or Managed Services: Which Contact Center Option Fits Your Needs?

You’ve made the big decision. You know you’re going to update—or even upgrade—your contact center with a cloud solution. But there are more choices you need to make. One of the first and most important choices about a cloud solution is whether to choose Software as a Service (Saas) or Managed Services.

Each option has its advantages, but your ultimate decision will depend on several factors. These include the depth of your in-house resources, your desired level of support and your outlook on a strategic partner that will continually optimize your business. To see the features and differences between SaaS and Managed Services, view this helpful infographic describing the benefits of each. It covers what you’ll need to consider about:

  • Staffing
  • Configuration
  • Support
  • Analytics
  • Channels
  • Cost

Posted on December 19, 2016 by West Corporation  


A Better Contact Center for a Better Customer Experience

If you haven’t replaced or upgraded your contact center solutions recently, there’s a good chance your customers have noticed. Customer care has made huge advances over the last several years, and customer expectations have responded. Today’s customers demand the flexibility to communicate with you in their preferred channel at their preferred time. And they no longer accept long wait times and impersonal service as the norm.

You need to keep up in order to keep your customers.

In the past, updating or replacing your system to provide a higher level of service was cost-prohibitive. Today, that’s not necessarily the case. With a good cloud-based system and an experienced partner, you can take your customer experience to new heights without doing the same for your expenditures.

To discover how that’s possible, download our e-book, The Many Benefits of Modernizing Your Contact Center. In it, you’ll find how a modern contact center:

  • Saves your business money over time
  • Provides a better experience for your customers and agents
  • Needs more than just software

Posted on December 5, 2016 by West Corporation  


Turning CX into $$

Despite customer experience emerging more prominently than ever as a key brand differentiator, 92% of customers admit they’ve had to endure a poor customer experience. Furthermore, 46% of these people took their time, money and advocacy to a competing company, as a result. And neither brand negligence, nor today’s fickle customer are entirely to blame for these missed opportunities. Read More >

Posted on December 5, 2016 by West Corporation  


Choosing a Contact Center Provider that Fits Your Needs

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.

And just what is the “right solution”? The specifics will vary from company to company, but the preferred outcome is the same across the board: you need a system that’s going to increase your level of customer service and enhance your business. Considering all of the variables, however, this is no small feat.

That’s why we developed an in-depth worksheet for you to evaluate potential providers. It helps you walk through the areas that are most critical for your new solution’s success, and allows you to score each of the providers’ answers in terms of how their specific solution will help you meet your goals (or not). Read More >

Posted on November 18, 2016 by West Corporation  


How Mature is Your Organization’s Customer Experience?

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. The mobile shift is causing more rapid consumer evolution and creating a symbiotic relationship between man and machine, leaving brands with two real options: stay ahead or be left behind.

See where your company measures up with this complementary, comprehensive Customer Experience Lifecycle Management maturity assessment. Read More >

Posted on November 4, 2016 by West Corporation  


The 10 Golden Rules of Outbound Campaigns

When it comes to operating a successful contact center, most brands understand the major role outbound campaigns play in creating a connected experience across the customer journey. Strategically different than inbound operations, outbound campaigns require a number of uniquely proactive considerations to ensure processes are hitting the mark — both short-term and long-term.

While the right technology makes a major difference in an organization’s ability to foster rewarding outbound communications, it is only one piece of the puzzle. These “10 Golden Rules of Outbound Campaigns” make up the formula through which the “right” outbound technology creates any sort of lasting impact: Read More >

Posted on November 1, 2016 by West Corporation  


How to Deliver a Better Contact Center CX

During CRMXchange’s recent webcast, Does Your Contact Center Make or Break the Customer Experience?, Dan Gordon explored the notion of a collective customer journey, and how every interaction adds or subtracts from a big picture experience across multiple functions and channels. With the contact center at the heart of this journey, Gordon tackled a number of topics relating to contact center success.

Check out the webcast recording here, and leverage these key takeaways to start engaging your customers however, whenever and whenever they demand. Read More >


West Corporation

utility-side-menu