By Chandler Harrison, Sales Executive, West Interactive
As technology evolves and changes the way we live our day to day lives, expectations for agile customer service are ever-rising. As a result, customers demand the same speed and personalization from your utility customer experience (CX) as that of their favorite retail company.
Cloud-based technology can provide the flexibility and data-informed insights that utilities need to get ahead of today’s fickle utility customer. Traditionally, utilities have been unable to rate-base associated costs in the same way they can when it comes to on-premises software. In a nutshell, utility leaders would rather (understandably) realize a regulated rate of return from capital expenditures on in-house technology, rather than invest in the cloud and miss out. But things are changing… and fast. Read More >
Whether you are an avid college basketball nut, or were roped into the “madness” and took a more creative approach to team selection (Hey, those jerseys are neat!), there are 9.2 quintillion possible combinations you could have ended up with by the time your March Madness bracket was complete. That’s 9.2 billion written one billion times. You had a lot of tough decisions to make.
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Employees are traveling across the nation to attend meetings and conferences. Businesses are adopting tele-working policies and corporations are allowing teams to meet and brainstorm off-site. However, what happens when one of your remote employees dials 911 from their soft client? Does your organization know where they are? Can you connect them to the help they need in a timely manner? Though the ability for users to work remotely can provide organizations with greater flexibility, connecting these workers to E911 can represent a challenge to an enterprise.
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Utility customers not only crave solutions for more reliable communication, but desperately need them. So when Hurricane Matthew tracked across Florida, a major utility partnered with West to provide the instant peace-of-mind their customers sought. Determined to keep customers in-the-know throughout Matthew’s entire lifecycle, they employed a number of communication strategies to ensure every customer’s voice was heard. When all was said and done, they successfully automated around 34,000 inbound calls, placed 2.3 million proactive outbound calls and saved $1 million along the way.
Download this case study to learn more about this Florida utility company’s success during Hurricane Matthew. Read More >
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 >
You’re gearing up for Super Bowl 51 this weekend, right? Imagine if you were settling in with your Best Buds (“King of Beers,” pun definitely intended) and discovered that it was aired via Pay-Per-View (PPV)…
Okay, don’t fret—this isn’t the case—but there are plenty of big TV events that are PPV-only throughout the year.
One leading cable/satellite company seized the opportunity for PPV viewership using proactive communications to promote an Ultimate Fighting Championship (UFC) event that would likely pique the interest of many subscribers.
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As utility companies organize for storms, each has a set of procedures to go through in preparing to make the event pass quickly and safely. They go through their documented and well-rehearsed plan to make the event as easy on their customers as possible.
As a provider of communications services, we also have procedures that we go through for storm preparedness.
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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.
The classic adage “it’s better to give” rings especially true for one of our partners’ “Hunger: Not Impossible” project this holiday season. Not Impossible Labs and a leading retailer set out to simply address a complex issue: the rampant struggle for people facing housing insecurity to easily obtain fresh and healthy food. Recognizing that 50 to 60 percent of homeless youth and veterans own cell phones, they pulled in West and other technology companies to help support a modern SMS/text messaging solution that reaches them wherever they are.
Hunger: Not Impossible (HNI) empowers hungry citizens to send SMS/text messages like “HELP” and “STOP” to receive information about where to get their next meal. They’re currently piloting the project in Northwest Arkansas. Read more about how HNI is making a difference here. Read More >
By Mike Snyder
There has been a lot of recent chatter about the “consumerization of healthcare.” While the patient becoming the customer may seem like a small shift in terminology, it’s not.
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