Category: Interactive Services


Category: Interactive Services
West Corporation

Posted on January 15, 2018 by West Corporation 


10 Proven Champion-Challenger Optimizations To Improve CX

By Jay Harris, Senior Director of Client Operations

It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan.

But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S. pharmacy is one of many businesses that has achieved just that. They improved customer experience (CX) and raised prescription refills by 8.8 million thanks to one important strategy: champion-challenger testing. Read More >

West Corporation

Posted on January 3, 2018 by West Corporation 


How to Build a Single Customer View

By David Orwick, Product Development Manager

As competition rises in every industry, customers choose brands more often based on their experience with a company. Consumers want to know that a business truly cares about them and can deliver a personalized experience.

For an organization with millions of customers, that may sound impossible, but with a little strategy and one helpful piece of technology, any business can create a single customer view to deliver personalized experiences for each and every customer. Read More >

West Corporation

Posted on December 18, 2017 by West Corporation 


13 Benefits of a Pilot Project Before Buying

By Peter Wulfraat, Vice President of Sales

Starting a new project can be exciting, challenging, and scary all at the same time. Whether it’s texting customer service or adding natural language to your IVR, you know a new technology solution has the potential to improve the customer experience, but how will your customers respond?

So how do you answer that question without paying for and implementing a full-scale solution? You start small and take it for a test drive with a pilot project. Read More >

West Corporation

Posted on December 12, 2017 by West Corporation 


15 Stats That Show How Mobile Shopping is Shaking Up Retail

By Emily Bannick, Director of Client Services

Whether you’re looking for a Christmas gift or just treating yourself, mobile shopping has definitively changed the face of retail.

Consumers have shifted from shopping primarily in brick-and-mortar stores to buying their goods and gifts online. And now, another change is occurring as customers bypass their laptops in favor of mobile shopping on their smartphones. Read More >

West Corporation

Posted on November 30, 2017 by West Corporation 


3 Benefits of a Managed SMS Provider You May Not Have Considered

By Molly Slater, Sales Engineer

If you’re listening to your customers, you know there’s one channel many of them prefer to use to communicate: texting. But how do you send each of them a personalized message that meets their need?

The expectation is increasingly common, as is the above question. Fortunately, any business can deliver the experience customers crave with the help of a managed SMS provider. Read More >

West Corporation

Posted on November 9, 2017 by West Corporation 


5 Common IVR Complaints Killing Your CX

By David Orwick, Product Development Manager

Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. Read More >

West Corporation

Posted on November 2, 2017 by West Corporation 


4 Factors Increasing Call Volume at Your Business (and How Proactive Communication Can Help)

By Tyler Weaver, Director of Sales

A well-trained, well-staffed contact center is an important step in making a good first impression with your customers, but it’s not the only way nor the most cost-effective. With a strong proactive communication strategy, you can answer questions, create exceptional customer experiences (CX) and address four factors increasing call volume at your business. Read More >

West Corporation

Posted on October 31, 2017 by West Corporation 


5 Steps to Creating Proactive Engagement Strategies

By Doug Thompson, Director of Product Management

Customers expect more from their brands than ever before. They’re looking for the products, services or information they want on the channel they want, when they want it. And with texting emerging as the clear channel of choice, strong proactive engagement strategies are more important than ever. Read More >

West Corporation

Posted on October 27, 2017 by West Corporation 


5 Key Steps to Build a Good Bot

By Aaron Fisher, Vice President of Innovation

Unless you’ve been living unplugged for the past two years, you’ve almost certainly heard the buzz around exciting developments in artificial intelligence (AI), machine learning and bots. Read More >


West Corporation

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