Category: IVR & Self-Service


Category: IVR & Self-Service

West Corporation

Posted on September 14, 2017 by West Corporation 


How to Use an Outage Experience to Improve Customer Satisfaction

By Janet Mushrush, Director of Sales, Utilities

The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”

Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >

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 July 21, 2017 by West Corporation 


Visual IVR Bridges the Customer Service Gap

By David Orwick, Product Development Manager

When it comes to memory, the human brain can be limited. That’s why visual IVR can have big implications for the customer service industry.

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 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 March 9, 2017 by West Corporation 


Send Your Callers to the Free Throw Line

Whether you are an avid college basketball nut, or were roped into the “madness” and took a more creative approach to team selection (Hey, those jerseys are neat!), there are 9.2 quintillion possible combinations you could have ended up with by the time your March Madness bracket was complete. That’s 9.2 billion written one billion times. You had a lot of tough decisions to make.

Read More >

West Corporation

Posted on February 10, 2017 by West Corporation 


Natural Language and Your CX: The Perfect Match?

Finding the right combination of communication solutions to drive the ideal customer experience (CX) can feel a lot like getting back into the dating pool… exciting, confusing, intimidating. To pursue or not to pursue? That is the question. This is especially true when checking out a speech-enabled Natural Language (NL) application.

NL is gorgeous on the outside looking in, but a fickle mistress to organizations that jump into the relationship without getting to know the deeper nuances. Luckily, companies thinking about introducing a NL solution to their IVR can avoid a disastrous blind date: Click here to learn When to Use Natural Language – and When to Avoid It. Read More >

West Corporation

Posted on November 18, 2016 by West Corporation 


Speaking Your Customers’ Language with Voice Recognition

Face it: As the world “texts” away and 35 percent of people take to social media for expedient customer care[i], picking up the phone often means a customer has already exhausted a variety of other self-service options. As a result, customers have been conditioned to loathe your company’s interactive voice response (IVR) system from the get-go – and who can blame them. But it’s not IVR itself that customers truly despise; rather, they’re frustrated with its capacity to understand and help them self-serve.

Read More >

West Corporation

Posted on August 24, 2016 by West Corporation 


Machine Learning: You Can Take it to the Bank

Greg Ablett, a senior vice president at West, explores the vast customer experience (CX) opportunities that machine learning is opening up in the competitive, security-centric world of banking in his guest blog post for ABA Bank Marketing:

“Machine learning has great potential to improve the CX at today’s banks by taking advantage of the data already at their disposal. When deployed correctly, this technology can predict and actively address customer questions and concerns before they arise. As a result, customers can dodge common annoyances like navigating unwieldy banking websites or complex phone support menus. Let’s look at interactive voice response (IVR) as an example…”

Click here to read Greg’s entire discussion.


West Corporation

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