Category: Connected Customer Experience

Category: Connected Customer Experience
West Corporation

Posted on January 22, 2016 by West Corporation 

Is Your IVR Out of Shape?

Voice self-service is a lynchpin for most companies’ customer service roadmaps. Optimization strategy can make it exceptional. Having seen the retail industry’s customer service influence across all verticals, we at West have witnessed the importance of evolution firsthand.

The consumer-driven world in which we live has spread the demand for accurate, immediate care when it comes to anything from pizza delivery, to air travel and even to choosing an insurance provider. Retail has set a standard that companies in every industry are being challenged to exceed.

While few would venture to argue against the need to drive an individualized customer experience, it is all-too-easy for brands to neglect helping voice solutions grow beyond their infancy stage.

Yes, we need to create a customer experience that evolves with our customer’s needs. But how does a company shift beyond stating the obvious to moving toward a more finite means of accomplishing customer satisfaction? Read More >

West Corporation

Posted on January 13, 2016 by West Corporation 

More Control = Easier Self-Service

They say that variety is the spice of life, so when it comes to providing customers with individualized, custom-tailored experiences, it’s probably best to add an extra dash or two. Although the desire for quick and painless resolution is usually universal among customers, the means of reaching this destination tends to vary wildly depending on user preference.

After West’s clients expressed an overwhelming interest in multi-modal IVR during our 2015 Connected Customer Experience Summit, it’s only fitting to ring in 2016 by talking about the potential uses and impact of multi-modal solutions. (Which we will talk about in even greater detail during our first Product Advisory Council on February 2nd).

Customers in every industry demand answers when and where they want them. (We’ve noted before that one-third of Millennials would prefer to clean a toilet than wait for a live agent). Customers will go to extreme measures to self-resolve, but need reliability when an issue demands greater attention.

This is why it is so important for brands to cover all their bases, but also make sure that they can effectively orchestrate every channel around the tried-and-true customer fallback: a phone call.


West sees 2016 as an opportunity to help our clients create a more effective, consistent and rewarding experience for their customers by exploring a next generation communication solution that combines the reliable IVR of today with a mobile-ready visual interface. This concept centers upon allowing consumers to simultaneously interact via voice, Web and SMS, while completing just about any task that they’ve set out to accomplish. Read More >

West Corporation

Posted on January 5, 2016 by West Corporation 

Relentless Innovation, Continuous Improvement

Not long ago, the masses reveled at the possibilities of email communication. A decade later, people delighted in sending and receiving easily digestible text messages. Now focus is shifting toward multi-modal interactions and combining communication channels in the exact ways that we want.

Here we are in 2016, still filled with blissful ignorance in regard to what wonders lie ahead technologically. Yet, we are in a different place than ever before in that we have come to expect this sort of continuous improvement in all technological walks of life—especially when it comes to customer service.

Though the layperson doesn’t know exactly how their customer experience is going to improve moving forward, all seem to expect that brands keep up with their increasingly high-paced lifestyles. This is why it is so vital for companies to take on this challenge head on, and address customer concerns before they have even become a reality. We must strive to continuously improve, innovate and optimize.

Easier said than done, right? Nevertheless, staying ahead of your customers and competition is worth the work. During West’s recent Customer Summit, Michael Tchong spoke to the framework needed to “Fuel Innovation.” He broke it down into four basic principles: Read More >

West Corporation

Posted on December 18, 2015 by West Corporation 

Use the Force… of Optimization

It’s time to talk about making your customer experience feel a little less like R2-D2, and a little more like C-3PO.

With Star Wars: The Force Awakens already a must-see blockbuster, we anticipate apprehension that this shameless, galactically themed post might be a dreaded… dun dun dun: SPOILER. But fear not; the following content is safe for all eyes, seeking only to draw the undeniable parallels between the galaxy far away, and the needs of the people right here on Earth.

There’s no denying that we earthlings are driving an increasingly retail-centric customer experience, inspired by a gruelingly high-paced lifestyle rivaling the Millennium Falcon’s light speed. When something is amiss, we want answers and we want them now. How then, does a healthcare company, for example, keep up with the demands of the “new” patient, whose expectations have been set by the otherwise unrelated retail industry? It starts with flexibility. Read More >

West Corporation

Posted on December 7, 2015 by West Corporation 

Winter is Coming: Update Your Outage CX

HBO recently taunted Game of Thrones (GOT) fans with teaser art featuring actor Kit Harington’s (presumably) deceased character, Jon Snow, accompanied by the anticipated release month: April. While speculation continues to build regarding Snow’s mortality, the springtime premiere forecasts a lengthy cold-spell for fans eager to uncover the whole truth.

As GOT fans hunker down for the winter, utility companies are in a unique position to play the role of “King’s Hand” and help pave the way for customers. In other words, the people of the land want their utility companies to heed the Starks’ words and prepare accordingly: Winter is coming – bringing with it the challenges of ice storms and high winds that cut like Valerian steel.

By directing all outage calls through highly optimized High Call-Volume Answering (HVCA) systems, utility companies are sentencing confusing IVR amalgamations to death, vanquishing busy signals and empowering customers to interact with one consistent persona in any situation. Read More >

West Corporation

Posted on November 13, 2015 by West Corporation 

We All Wanna Be “Where Everybody Knows Your Name.”

So customer relationships should be akin to a one-on-one courtship, but they can’t possibly be so intimate; profit margins would plummet and, inevitably, someone (or something(s)) would fall through the cracks. How do we manage? Start with balance – making the everyday experience a little less like “take a number” and more like Cheers.

The time has come for companies to face the music: No matter the industry, consumers call the shots. Bill Price, founder of Driva Solutions, teaches us about hierarchy of seven consumer needs in a “Me2B” world:

  1. Know me; remember me
  2. Give me choices
  3. Make it easy for me
  4. Value me
  5. Trust me
  6. Surprise me
  7. Help me do more, better

Read More >

West Corporation

Posted on by West Corporation 

Brands are from Mars, Buyers are from Venus?

Committed personal relationships aren’t formed overnight. Customer relationship management leader JC Quintana shared his insights in October (Watch the video or check out his book.) and filled us in on three common myths among business leaders:

  1. It’s all about doing business. (Hello, silos. What’s your end-game?)
  2. Technology solves everything. (Put some thoughtful “oomph” behind that IVR!)
  3. Net Promoter Score is the be-all, end-all. (Make sure I’m yours, then we can talk about recommendations.)

Brands have to get back to the basics and start with an honest investment in building relationships. You wouldn’t propose to the apple of your eye a the first date, would you? (Certainly not with a text message!) So why do we expect it to be that easy with business consumers?

Read More >

West Corporation

Posted on November 3, 2015 by West Corporation 

West Acquires Magnetic North

On November 2, 2015, West Corporation announced the acquisition of Magnetic North, Ltd., a leading U.K.-based provider of proprietary hosted customer contact center and unified communications solutions to enterprises.

For nearly 30 years, we have been dedicated to delivering new solutions, new capabilities and new choices that enable brands and their customers to connect – whenever and however they choose.  Streamlining technology platforms, applications and services to achieve optimal performance is a hallmark of our business. As Magnetic North becomes part of West, we will be even better positioned to help our clients deliver exceptional customer experiences across diverse channels, devices and geographies.

Read More >

West Corporation

Posted on October 21, 2015 by West Corporation 

Where We’re Going, We Don’t Need Busy Signals

Great Scott! Today, we occupants of the future celebrate a little-known holiday worthy of cracking open a few Pepsi Perfects: Back to the Future Day!

In the iconic 1985 film Back to the Future II, Marty McFly and Dr. Emmett Brown travel in time to October 21, 2015 to ensure Marty’s future children avoid foreseen disaster. To commemorate Marty and Doc’s voyage through time, let’s hop on our new HoverBoard, grab a ticket to Jaws 19 and enjoy a futuristic refreshment.

Although 3D billboards aren’t yet talking to us, and we may have to wait another few years get our hands on an actual hoverboard, there is no doubt that communication has changed drastically in the last 30 years.

Read More >

West Corporation

Posted on October 8, 2015 by West Corporation 

Don’t Ignore Any Outage

Feeling ignored by friends can be irritating. Feeling ignored by co-workers can cause miscommunication.

Feeling completely unsure of where your voice has landed when you are in an emergency situation is downright terrifying.

Imagine: A storm has blackened the sky. The first bolt of lightning cracks its whip. Lights out. Your frantic fingers dial the local utility company and you are taunted by a cold busy signal.

Utility customers not only crave solutions for more reliable communication, but desperately need them. As human beings, we deserve the peace-of-mind that we are being kept safe. Utility companies are in a unique positon to provide life’s necessities and keep consumers in-the-know.

TFCC/West’s high volume call answering (HVCA) system has transformed the way utility companies do business in storm-related, extended-outage situations. Now, companies are using their HVCA systems for all outage reporting, even on blue-sky days. By creating a consistent customer experience, these utilities are increasing customer satisfaction and decreasing operational costs. Read More >