Menu

Category: Professional Services


Category: Professional Services

Posted on February 10, 2017 by West Corporation  


Natural Language and Your CX: The Perfect Match?

Finding the right combination of communication solutions to drive the ideal customer experience (CX) can feel a lot like getting back into the dating pool… exciting, confusing, intimidating. To pursue or not to pursue? That is the question. This is especially true when checking out a speech-enabled Natural Language (NL) application.

NL is gorgeous on the outside looking in, but a fickle mistress to organizations that jump into the relationship without getting to know the deeper nuances. Luckily, companies thinking about introducing a NL solution to their IVR can avoid a disastrous blind date: Click here to learn When to Use Natural Language – and When to Avoid It. Read More >

Posted on January 6, 2017 by West Corporation  


The Future of CX: Machine Learning Will (Finally) Make Business Personal

Greg Ablett, SVP of Utilities and Business Support at West, offers insights into how businesses in every industry can prepare for the future impact machine learning will have on the customer service industry in his article published by Data Informed, a leading resource on data analytics and management strategies.

“Business analytics and, specifically, machine learning are turning the proverbial ‘dating’ game between businesses and consumers on its head. Instead of assembling interactions based on preconceived notions about how consumers want to be treated, machine learning enables companies to deliver truly personalized communication based on up-to-the-moment data…”

Click here to learn what steps Greg recommends companies take to stay ahead.

Posted on December 9, 2016 by West Corporation  


The Right Speech Fit: Directed Dialog or Natural Language?

One of the biggest hurdles companies must face when interacting effectively with today’s evolving customers is supporting automated care that feels natural. This obstacle becomes especially pronounced when customers reach for the phone — hoping to connect with an agent but getting an IVR system instead.

When implemented with the proper forethought, automated speech recognition applications offer an intuitive way for brands to create more organic IVR interactions than typically possible with touchtone (DTMF) alone. (Certain tasks are simply too cumbersome to key into your phone!) But to avoid blindly rolling out a sophisticated voice application and making a poor long-term investment, companies must keep in mind that the speech solutions at their disposal are not interchangeable.

Check out these Directed Dialog vs. Natural Language tips, to discover the key differences between the two types of applications, and consider how DTMF can intelligently fit into your CX ecosystem when speech really isn’t the best option for your brand’s needs. Read More >

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.

Luckily, speech recognition applications, like Natural Language and Directed Dialog, are helping brands reclaim IVR as a cost-effective and rewarding communication staple when they recognize its role as “One Piece of the CX Puzzle,” as West’s Dan Gordon published in the Winter Issue of Speech Technology Magazine.
Read More >

Posted on November 18, 2016 by West Corporation  


How Mature is Your Organization’s Customer Experience?

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. The mobile shift is causing more rapid consumer evolution and creating a symbiotic relationship between man and machine, leaving brands with two real options: stay ahead or be left behind.

See where your company measures up with this complementary, comprehensive Customer Experience Lifecycle Management maturity assessment. Read More >

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 >

Posted on October 31, 2016 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.

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.

Posted on August 16, 2016 by West Corporation  


Going for CX Gold

Olympic athletes like Michael Phelps or Usain Bolt make their respective talents seem simply effortless don’t they? The reality is that the world’s best honed their crafts through lifetimes of dedication. But they all started somewhere.

In every industry, the idea of overhauling any type of operational framework is a fleeting one, riddled with bouts of panic and quickly swept under the rug. This is especially true when it comes to brainstorming ways to deliver a better customer experience.

Luckily, providing customers with more fulfilling interactions doesn’t actually have to be a slash-and-burn process. It just involves more proactively chasing your vision. You have to begin by beginning. Read More >

Posted on July 21, 2016 by West Corporation  


One Size Won’t Fit All When Connecting With Customers

Every brand is unique, every division within a business is unique, and each customer reaching out to each division is particularly unique.

It’s easy to see: With unique goals and preferences, customers don’t want to be “talked at.” They want to be heard.

Implementing a communication strategy without an inside look at their wants and needs is like convincing a toddler to eat broccoli because “it’s good for them.” Read More >


West Corporation

utility-side-menu