Category: Interactive Services


Category: Interactive Services
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

Posted on October 12, 2017 by West Corporation 


Why Not Make Every Day CX Day? (Plus 5 Tips to Get Started)

By Bruce Pollock, Vice President of Strategic Growth Planning

Every year, the Customer Experience Professional Association hosts CX Day, in which thousands of consumers and CX professionals honor customer experience achievements through online posts, company celebrations and local networking events across the world.

CX software and service vendors gleefully spread the festive spirit across their websites, social media and to their prospects’ email inboxes. Industry bloggers and other CX aficionados don’t dare miss the opportunity to offer key dos and don’ts. And in hallways, boardrooms, and home offices afar, CX professionals leverage the day to promote their plans and successes to date and buck for new budget dollars for their cause.

Read More >

West Corporation

Posted on October 6, 2017 by West Corporation 


3 Ways Technology Can Improve the Pharmacy Experience

By Mike Snyder, Director of Sales and Pharmacy Experience Strategist

Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >

West Corporation

Posted on September 21, 2017 by West Corporation 


How to Communicate During Emergencies

By Chandler Harrison, Account Development Executive

Surprises are best reserved for birthday parties and bouquets. When disaster strikes, customers are actively seeking answers on the web, sending text messages and scouting out phone numbers to call.

Failing to adequately communicate during emergencies means risking potentially irreversible damage — starting on social media and ending at the bottom line.

Read More >

West Corporation

Posted on September 20, 2017 by West Corporation 


3 Benefits of a Channel-Agnostic Platform

By Jarrett Schmidt, Vice President of Sales

When it comes to your communication infrastructure, which is better: multiple providers or just one?

If you said one, you may think it’s easier to have integrated solutions on one platform, managed by one entity. And if you said multiple, you must realize one provider’s tech may not always be the best at everything.

But you can get the best of both options with a provider that uses a channel-agnostic approach.

Read More >

West Corporation

Posted on September 7, 2017 by West Corporation 


Top Ways Utilities Use Customer Data to Improve CX

By Jody Kistaitis, Director of Sales

The world runs on data. Data drives sales, justifies infrastructure improvements and provides a visual measure of success. And utilities can even use customer data to improve customer experience (CX).

Your company has data on everything. You know how many kilowatts you produce every month; you can predict volume; and you can use that data to suggest fair rates and important upgrades.

But how are you using customer data to reduce cost and improve CX? Read More >


West Corporation

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