When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer experience. (There’s a worksheet below to help you get started.)
Imagine a day in the life of a typical American consumer… Read More >
By Sean L. McCarthy
The next time you go in for your check-up, look at your doctor’s office, and see some of the little changes that have sprouted up in the past few years. Free wi-fi for moms, dads, and busy students. Nurses may be toting around tablets instead of clipboards. And once you get your prescription, you can fill it in the same building… and get a skinny, 20-ounce latte with a double shot of espresso while you’re waiting for your medication to get filled.
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By Doug Thompson, Director of Product Management and Development, West Interactive
The customer service formula of yesteryear fades further into obscurity every day. Wait for a customer to become agitated, take their call, and then play damage-control. This didn’t jibe with customers even when landlines were the norm, and it’s simply unacceptable now — especially while Joe Schmo compares his interaction with an electric company to Zappos’ swiftness earlier in the week.
We get it: In an industry where unforgiving circumstances dictate all, creating a consistently rewarding customer experience can feel a lot like bailing water out of a sinking ship. Read More >
We are proud to announce that four SchoolMessenger products have recently been recognized by the Software & Information Industry Association (SIIA) for the 2016 CODiE Awards. A staple within the software and information industries for over 30 years, SIIA has a history of identifying quality customer solutions.
These four West solutions have been recognized and are in the running to win the number one spot in the award categories listed below them: Read More >
West is honored to receive the 2016 CRM Service Winner Award for Interactive Voice Response (IVR). Dedicated to helping clients facilitate more rewarding customer interactions, West views IVR as the backbone for a complete, well-rounded multi-channel customer experience. We are proud to deliver a sturdy foundation for more connected communication. Read More >
The imperative to meet customers’ ever-increasing demand for speed, convenience and personalization (with complete accuracy) can make data security and compliance a major concern. This is especially true when dealing with highly sensitive material, like protected health information (PHI) in the Healthcare industry.
Sensitive information calls for a sensitive touch. Having the right people on your side makes all the difference.
The Health Information Trust Alliance (HITRUST) has created the Business Associate Council (BA Council) to ensure continual collaboration among healthcare associates and to provide a much needed forum for organizations seeking to stay ahead of security risks. This council will enable organizations to agree on an appropriate set of requirements to achieve greater compliance efficiencies and reduce overall costs to business associates. Read More >
By Brian Cooper, Patient Engagement Strategist, West Healthcare
Lexus is the most dependable car brand on the market today, according to J.D. Power & Associates. It has ranked the highest in vehicle dependability for five consecutive years.
What does this have to do with healthcare? A lot, when you consider the changing landscape of our healthcare industry.
We are entering a world where consumers’ experience with the care they receive matters more than ever before—and where ratings like those by J.D. Powers could soon become a reality for health systems across the United States. We are entering a world where consumers expect the same level of service and quality that they receive in other industries. We are entering a world where consumers are beginning to ask themselves: “Why should I buy healthcare from you as opposed to your competitor down the street?”
Healthcare organizations are competing ever more fiercely to gain and retain patients’ business—and first impressions are critical. That’s why the patient’s experience when reaching out to your healthcare organization seeking to do business with you is so important. That’s why a modernized access center (a centralized scheduling or contact center) is critical both for differentiating your organization and for preventing leakage. Read More >
Greg Ablett, Senior Vice President of Utilities and Business Support at West, offers his take on keeping up with today’s evolving utility customer in CS Week’s Spring edition of Newsline:
… utility customers rely on gas and electric power so much that if and when it goes out, they (understandably) tend to panic. They want to be kept in-the-know, up-to-the-minute during outage situations. There is a more user-friendly and cost effective solution. High-Volume Call Answering (HVCA) systems have transformed the way calls are fielded during extended, storm-related outage situations and on blue sky days. …
Click here to read the Newsline article (beginning on Page 3).
Join West at CS Week Conference 40, April 25-29, where we’ll continue taking an in-depth look at how the utility landscape is shifting and what companies should do to step up to the challenge. While you’re planning your trip to Phoenix, don’t forget to check out our event calendar to explore some other engaging events to stop by throughout the year!
When severe weather hits, how can utilities avoid a storm of customer dissatisfaction? The immediate response is clear: restore service disruptions as quickly as possible. But there’s another business imperative utilities can’t overlook: customer service. In general, UK utilities lag behind their US counterparts in terms of storm-related customer service. But with inclement weather on the rise in the UK — and growing demand for better service — the pressure is on UK utilities to deliver a higher standard of customer service before, during and after a storm. Read the article here.
West’s Senior Vice President of Utilities and Business Support Greg Ablett weighs in on keeping up with today’s utility customers in an article recently published by Utility Week.
Join us at CS Week Conference 40, April 25-29, where West will share more utility best practices and further explore Greg’s insights on graceful automation – and check out the rest of our event calendar to connect with us at other events over the next few months.
Ah, Valentine’s Day. The time of year that masses of eligible singles sit at home with pints of ice cream on-hand, scrolling through nauseatingly romantic pictures in their Facebook and Instagram feeds. With each refresh comes a feeling of satisfied envy. Satisfied being the key word.
Not long ago, such Internet scrolling transitioned from mouse wheel to persistent thumb. Robert Cringley recently posted an article detailing this evolution and why a computer in our pocket trumps one at a desk.
Sitting at a desktop with Ben and Jerry’s just doesn’t paint the same picture of self-pity as a mobile device, a couch and Sleepless in Seattle in the background. It’s strangely satisfying self-pity because it’s where we want it and how we want it.
Our mobile devices are part of us; when we wear our hearts on our sleeves, smartphones are waiting in our palms to pick up the pieces. Like a best friend, they are there at all hours, ready to swoop in wherever help’s needed.
When the couch gets monotonous and a private Valentine’s Day getaway is in order, companies in every industry are fueling the peoples’ demand for mobility by: Read More >