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West Corporation

Posted on April 11, 2019 by West Corporation 


Customer Experience Analytics: Definition, Examples and Benefits

Customer service is one of the most expensive and frustrating aspects for many business owners and operators. Despite your best efforts, customers still vent their frustrations on public forums, yet the source of their anger is not clear. Instead of making customer care improvements based on a customer’s impulsive Tweet or your gut feeling, there’s a better option: customer experience analytics. Read More >

West Corporation

Posted on April 4, 2019 by West Corporation 


Get Vertical! FCC proposes three-meter vertical location accuracy for 80% of indoor 911 calls

By Jerry Wilke Director, Customer Team, West Safety Services

On March 15, 2019, the Federal Communications Commission (FCC) initiated the rulemaking process to review vertical location accuracy requirements for wireless carriers. In the FCC’s Fourth Further Notice of Proposed Rulemaking (Fourth FNPRM), the Commission stated that the vertical location metric will “more accurately identify the floor level for most 911 calls, reduce emergency response times, and save lives.”

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West Corporation

Posted on March 6, 2019 by West Corporation 


Visual IVR Demo: Mobile IVR Bridges the Customer Service Gap

Traditional interactive voice response (IVR) is still the golden standard for self-service. But it’s safe to say it doesn’t have the best reputation in the minds of many consumers. From dated interfaces to limited verbal working memory, there are many reasons a standard IVR fails, and businesses are looking for a more mobile IVR to provide results. Thankfully, a new technology has produced a workable solution: visual IVR. (And don’t miss the visual IVR demo at the bottom of the page.)

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West Corporation

Posted on February 20, 2019 by West Corporation 


What is Preference Management? – 11 Benefits and Best Practices

New technologies continually give customers more options to communicate with their favorite brands. Phone calls. Emails. Texting. Push notifications. Even older channels like fax. But what is preference management going to do to help manage all those channels?

To create the best customer experience (CX), you may have to support many or all of these channels. But that doesn’t mean you have to communicate with every single customer on each one. By understanding your customers’ preferences, you can save money, improve CX and discover 11 key benefits for your business. But first, what is preference management, and why do we call it that? Read More >

West Corporation

Posted on January 25, 2019 by West Corporation 


4 Ways to Reduce Call Volume with SMS

Most companies want to provide good customer service, but every second someone spends on the phone costs money. But instead of trying to reduce call volume, businesses start tracking things like average call length, which leads agents to rush through calls, hurting the customer experience (CX).

Fortunately, there’s an option that both improves CX and lets you reduce call volume, and it’s located in nearly everyone’s pocket: SMS texting. Read More >

West Corporation

Posted on January 7, 2019 by West Corporation 


5 Steps to Optimize Customer Experience in 2019

It’s not enough to have the best products or the best marketers anymore. Customers are looking to make connections with their brands. They want to feel like they’re cared for and that they got more than just a good deal. They’re looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.
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West Corporation

Posted on December 20, 2018 by West Corporation 


5 Types of SMS Conversations for Business

Texting is one of the easiest ways to talk to friends, but is it helpful when communicating with customers? If you’re not effectively engaging your clientele with SMS conversations, you’re missing an important piece of the customer experience.

But don’t just pick up your phone and start messaging everyone who’s visited your store or website. Every company has the option to start five different types of SMS conversations. So read through this list to discover which type is right for your business. Read More >

West Corporation

Posted on November 30, 2018 by West Corporation 


Real-World Best Practices in Manufacturing Operations

No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations.

So instead of randomly testing new processes on your own, start with these tried-and-true practices. Each of these four tactics have been put to use by some of the largest manufacturers in their market. But they can be applied by any size manufacturer producing any type of product. Check out these best practices in manufacturing operations and see how you can put them to use in your business.

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West Corporation

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