In customer service, you need to know what your customer wants. But it’s also important to know who they are. Fortunately when someone calls your contact center, there are a few IVR authentication best practices that can help.
When someone calls your IVR — also known as an interactive voice response system — you probably hope they’ll finish the interaction using self-service. That means your technology must be smart enough to tell who is calling. There are several ways to make that possible. Read More >
Years ago, it used to be that the design of an IR website was pretty far down on the priorities list. Providers and clients alike focused almost entirely on meeting regulatory requirements, populating the right content, and ensuring that shareholders and potential investors could grab what they needed quickly and move on. There was a standard formula for the IR Homepage in particular which nearly always included left hand side bar navigation, share price front and center, and a long (read: uninspiring) paragraph of text about the company. Job done, right?
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Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways? For example, how can you use continuous integration in QA? Read More >
Self-service is one of the best ways to cut call center costs and speed up over-the-phone interactions with customers. And an IVR is one of the most well-known self-service tools out there. But there are costs involved in buying a new solution or upgrading an old one. So if you want the best deal, it’s natural to wonder whether that IVR cost is really worth the price. Read More >
Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire.
In fact, one West client now saves an estimated $5.4 million per year thanks to self-service optimizations. And another company receives 80 percent of late payments within four hours of sending a reminder thanks to self-service text messages. Read More >
You can have it cheap, fast or good. Pick two.
Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. Read More >
As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner. That’s a great way to boost CX for utilities. But in today’s experience-driven world, it may not be enough to satisfy your customers.
Like all industries, customer expectations of utility providers have changed dramatically in the last decade. People aren’t just looking for the best product or service at the best price anymore. Instead, they want customer experiences (CX) to remember and brands that remember them.
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When an emergency strikes, you pick up the phone and call 911. A helpful call taker confirms your address, gets the details of the emergency, and help arrives within minutes. Sounds simple, right?
If you’re dialing 911 from your office, a hotel or a remotely connected softphone, that simple interaction may actually be a pretty complex transaction. It requires multiple systems to integrate and communicate to get you the help you need. West supports the journey of a 911 call from start to finish. Read on to find out what happens behind the scenes and learn about the technologies that enable enterprise 911.
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Those who serve public safety are especially concerned about the need for improved location accuracy for wireless 9-1-1 callers. Accordingly, on March 23, 2018, the Federal Communications Commission (FCC) adopted a Notice of Inquiry (NOI) in PS Docket 18-64 to examine how to route wireless 9-1-1 calls to the proper 9-1-1 call center more quickly.
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