By Ben Page, Director of Sales and Customer Experience Strategist
From schools to corporations, you can find people buried in their smartphones. The ability to work, shop, check finances and share your every thought on a mobile device is now standard.
Many blame technology for widening the generational gap, but that same technology also brings people together by creating an all new generation: the self-service generation. This generation is motivated by independence and efficiency, and it spans all age groups. Read More >
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 >
Many companies’ inbound technology is still the same as when they installed it 10 years ago. Now it’s time for a change, and by addressing a few key points, selling inbound contact center solutions can be simple.
New cloud-based solutions offer a more flexible and agile approach than legacy, on-premises systems. So selling inbound contact center solutions is centered around showing businesses what new technology can do.
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By: Doug Thompson, Director of Product Management and Development
Customers in every industry are evolving in step with the technology they touch. Advancements like vehicular Wi-Fi connectivity are becoming mainstream and the phrase “hang up” the phone has lost true meaning for anyone born in the last decade.
During my presentation at Forrester’s Digital Transformation, I discussed how brands must address more rapid consumer evolution and the symbiotic relationship between man and machine. The biggest takeaway? One must understand where your CX stands now in order to develop an adequate strategy to shift it to an ideal state.
After taking this brief CX Strategy assessment, be sure to click here to see what your score tells you about your personal next steps in CX strategy. Primary areas of focus include: Read More >
Bruce Pollock, VP of Strategic Growth and Planning, West
As people evolve in step with the technology they touch, cloud-based solutions provide the flexibility and agility organizations need to respond to them effectively. But. The right technology is just one piece of the puzzle.
By 2020, if not before, Customer Experience (CX) will become more important to customers than price or product as a key brand differentiator. As such, a set-and-forget technological mindset that companies have used in the past is dangerous. As expectations climb, organizations that fail to ground technology in thoughtful strategy will struggle to connect meaningfully and effectively with customers. Without forethought, interactions become siloed across channels and departments, customers repeat themselves as they are passed from agent to agent, and the company’s top and bottom line suffers.
So how can you help your clients avoid these commonplace contact center pitfalls? Let’s look at a few inbound strategies that are essential to success in today’s CX landscape. Read More >
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.
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West collaborated with CCW Digital—a prominent community, resource hub and advisory for customer management practice, call center and customer experience professionals—on their Performance & Agents Executive Report. This report addresses the goals, challenges and solutions that organizations should address in the pursuit of a result-oriented customer experience function.
Within the report, West’s “Practicality Guide: An Illustration of Improved Performance,” offers up 5 Rules of Customer Experience Performance (starting on page 25). You can read more about these best practices in the full write-up here.
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Doug Thompson, Director of Product Development
According to Google, 87 percent of people now have their phones by their sides at all times.[i] Despite many utilities recognizing the need to address ever-rising customer mobility with newer, more proactive communication strategies, they still fail to make it a priority.
In my recent article published in CS Week’s Spring edition of Newsline Magazine (Page 3), I explore the customer experience (CX) challenges today’s utilities face, and offer my take on how utilities can capitalize upon the “mobile shift” that has gradually seeped into the industry. Read More >
By Darren Thraen, Director of Sales, Utility
“If it’s not broken, don’t fix it,” the old saying goes. But how much weight does this cliché carry anymore? Did it ever?
Technology continues evolving, our expectations keep climbing and the world spins faster. Mostly because this quote was never founded in truth. Innovation shapes the world today. And it’s turning the traditional utility substation process on its head.
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West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. Recognizing the major role the contact center plays in a company’s customer experience and bottom line, West designed its contact center offering with the intent to connect interactions across multiple channels, boost agent productivity, increase connection rates and build long-term brand advocates.
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