By Andrew Dill, Sales Executive, Utilities
Most companies want to provide good customer service, but every second someone spends on the phone costs money. So 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 >
By Molly Slater, Sales Engineer
If you’re listening to your customers, you know there’s one channel many of them prefer to use to communicate: texting. But how do you send each of them a personalized message that meets their need?
The expectation is increasingly common, as is the above question. Fortunately, any business can deliver the experience customers crave with the help of a managed SMS provider. Read More >
West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation. West joins the ranks of many other major U.S. businesses which also earned top marks this year.
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Someone in distress, unable to speak, dials 911 from their VoIP system at the office. The Public Safety Answering Point (PSAP) receives the call with the following E911 location information: 123 Main Street, Marketing department, port 16. The PSAP then transmits the location data to first responders. However, once on-site, the emergency team finds a campus that consists of numerous multi-story buildings. Where is the Marketing department, and where is the location of port 16? First responders spend seconds, if not minutes, trying to pinpoint the precise location of the caller.
PSAPs need to transmit location information in a format that first responders can easily identify and understand. When seconds count and emergency teams need to find a person requiring immediate assistance, they simply don’t have time to figure out the location of a port or department within an enterprise’s facility.
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By Dan Gordon, Senior Vice President of Strategy and Development
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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This Veterans Day, we would like to pause to honor our United States Military veterans. Many among us here at West have answered the call to serve in the armed forces and have committed themselves to the values of duty, honor and country. We thank you for your patriotism and willingness to defend the freedoms we enjoy.
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By David Orwick, Product Development Manager
Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. Read More >
By Tyler Weaver, Director of Sales
A well-trained, well-staffed contact center is an important step in making a good first impression with your customers, but it’s not the only way nor the most cost-effective. With a strong proactive communication strategy, you can answer questions, create exceptional customer experiences (CX) and address four factors increasing call volume at your business. Read More >
By Doug Thompson, Director of Product Management
Customers expect more from their brands than ever before. They’re looking for the products, services or information they want on the channel they want, when they want it. And with texting emerging as the clear channel of choice, strong proactive engagement strategies are more important than ever. Read More >
By Aaron Fisher, Vice President of Innovation
Unless you’ve been living unplugged for the past two years, you’ve almost certainly heard the buzz around exciting developments in artificial intelligence (AI), machine learning and bots. Read More >
