Category: Interactive Services


Category: Interactive Services
West Corporation

Posted on November 21, 2016 by West Corporation 


‘Tis the Season to be Mobile

The smell of peppermint is beginning to fill the air, tunes on the radio are becoming undeniably festive and intricate lighting displays adorn houses before we have even carved our Thanksgiving turkeys. All these things make it clear that the holiday shopping season is upon us. This coming “Black Friday” marks the official kick-off, after all!

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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.

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West Corporation

Posted on November 7, 2016 by West Corporation 


Choosing the Right SMS Provider 4 U

With 64 percent of people preferring text communication to phone customer support[i], gone are the days of SMS as a mere alternative to the phone call. But moving forward with SMS/text messaging strategy can be a real business headache without understanding the ins-and-outs of what needs to happen behind the scenes. One of the biggest mistakes organizations make when selecting an SMS provider is not understanding their future requirements. Ensure you have a full understanding of your SMS/text messaging needs with this checklist. Read More >

West Corporation

Posted on November 4, 2016 by West Corporation 


The 10 Golden Rules of Outbound Campaigns

When it comes to operating a successful contact center, most brands understand the major role outbound campaigns play in creating a connected experience across the customer journey. Strategically different than inbound operations, outbound campaigns require a number of uniquely proactive considerations to ensure processes are hitting the mark — both short-term and long-term.

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West Corporation

Posted on November 1, 2016 by West Corporation 


How to Deliver a Better Contact Center CX

During CRMXchange’s recent webcast, Does Your Contact Center Make or Break the Customer Experience?, Dan Gordon explored the notion of a collective customer journey, and how every interaction adds or subtracts from a big picture experience across multiple functions and channels. With the contact center at the heart of this journey, Gordon tackled a number of topics relating to contact center success.

Check out the webcast recording here, and leverage these key takeaways to start engaging your customers however, whenever and whenever they demand. Read More >

West Corporation

Posted on October 31, 2016 by West Corporation 


Looking Inside-Out to Drive CX Maturity

It’s no secret that customers call the shots. With their livelihoods teetering upon 5-star ratings, brands understand the importance of providing a customer experience (CX) that not only meets, but exceeds expectations. Yet even with this understanding, many struggle building a sustainable strategy to deliver.

What’s a common misstep companies make in their pursuit of CX excellence? Read More >

West Corporation

Posted on by West Corporation 


Inbound and Outbound Campaign Strategies for an Improved Contact Center

There are many strategies you could implement to run a more efficient, more productive contact center. When it comes to inbound, you should implement multiple channels to ensure you can provide the best customer experience, no matter how your customers prefer to communicate. Then, you can prioritize your contacts by those various channels. And you should provide a dashboard that allows your agents a single view of all of those channels and how your customers are using each at any given time.

For outbound, it’s important to ensure you have enough data—and that the quality of your data is superior. You should also establish the right Key Performance Indicators (KPIs) and use multiple channels in your outbound strategies whenever possible to increase your likelihood of reaching your KPIs.

Finally, consider having a multi-channel contact center —the most effective strategy for an improved customer experience.

For more information on these strategies, download our slideshow on effective inbound and outbound strategies, as well as the benefits of a multi-channel contact center.

West Corporation

Posted on September 15, 2016 by West Corporation 


Wondering if you Need to Start Accounting for Smart Machines in Your CX?

Dan Gordon, SVP of Strategy and Development at West, examines the future of smart machines and provides his take on how enterprises should start preparing their CX for this technological emergence in his guest blog post for Execs in the Know:

“Relying on data and metadata, or “the information of everything,” smart machines are expected to drive a higher level of quality and consistency in everyday customer interactions by relying on neural networks that dissect things like text, images and voice — all without human intervention. Unsurprisingly, their potential impact is creating major buzz among technology providers and enterprises in every industry. Companies are left wondering what the rise of smart machines will mean for their long-term CX strategies, and how to stay ahead of their customers and competition as developments unfold. I’d recommend that most brands don’t overhaul their existing priorities just yet…

Click here to read why Gordon recommends holding off for now.

West Corporation

Posted on September 8, 2016 by West Corporation 


Streamline your contact center for a better customer experience

In today’s on-demand world, customers expect a lot. Modern technology promises them convenience at every turn, and they’re looking for the same from your contact center. To sum it up, they want every interaction to feel smooth, quick and easy. In order to keep up, your contact center agents need access to the right information at the right moment. That means you need a solution that can create visibility and connect all parts of the conversation while supporting convenient opportunities for self-service. That’s where Cloud Contact Center and West’s expertise come in.

We started out as a contact center, so we get what you’re up against, and today we specialize in helping businesses improve their entire customer ecosystem. Our big-picture guidance and our enhanced cloud solution can help you meet customer expectations while protecting your bottom line. And with the managed-services option, you can leave the management to us, so you can focus on your core business. Our solutions can help your company by: 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.


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