Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing. Call centers and contact centers are two distinct models for business communication. And assuming otherwise could lead to an embarrassing faux pas or a damaging business mistake.
The primary difference between a call center and contact center lies in the methods of communication and overall experience. But before getting into specifics, start by understanding what these terms really encompass. Read More >
By Amy Goodwin, Senior Speech Technologist
Expanding on a global scale is great for business, but it also creates its own host of challenges. While you need to know all about cultural norms, the first step is adapting current practices to international needs. Most likely, that includes creating a multilingual interactive voice response (IVR) system. Read More >
West commends Congress for the recent passage of H.R. 582, commonly known as “Kari’s Law Act of 2017.” The new law, which amends the Communications Act of 1934, is named in honor of Kari Hunt Dunn whose tragic passing in 2013 alerted the nation to the dangers of requiring a dialing prefix to access 911. Thanks to the tireless advocacy of 911 champions like Hank Hunt, Kari’s father, Americans across the land will benefit from easier access to 911 when connecting to the service from certain private phone systems.
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Throughout 2018, West is celebrating 50 years of 911. This timeline provides a look back at the history of 911 and emergency communications. It tracks the key legislative events and technological advancements that have helped shape 911 into the system we know today.
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By Jil Fisher, Vice President of Product Management
Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie.
Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization. Read More >
By Mary Boyd is VP of Government & Regulatory Affairs at West
West stands hand in hand with National Center for Missing & Exploited Children (NCMEC) in their mission to locate missing children and prevent child exploitation. Locating child victims as quickly as possible and returning them to a place of safety and well-being is paramount.
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By Jarrett Schmidt, Senior Vice President of Sales
Create great customer experiences. For an ever-growing number of businesses, that’s the golden goal — the El Dorado of customer care.
But as new theories, technologies and market demands continue to sprout, business owners and leaders can soon find themselves enclosed by thick vegetation. Soon, the once-clear path has fallen out of sight. Read More >
By Ben Page, Director of Sales
Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication. Read More >
By Jay Harris, Senior Director of Client Operations
It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan.
But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S. pharmacy is one of many businesses that has achieved just that. They improved customer experience (CX) and raised prescription refills by 8.8 million thanks to one important strategy: champion-challenger testing. Read More >
By Chandler Harrison, Account Development Executive
Despite your best intentions, things don’t always go according to plan. Those moments threaten the brand image you’ve worked hard to create, making a good incident response plan crucial. Read More >