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West Corporation

Posted on September 14, 2018 by West Corporation 


TCPA Compliance - 3 Things to Know Before Sending an Automated Call or Text

TCPA Compliance: 3 Things to Know Before Sending an Automated Call or Text

This article is for informational use only and should not be seen as legal advice. The information provided is accurate to the best of our knowledge but may contain omissions or mistakes. The writer is NOT a legal professional, and you should consult an attorney who can ensure you remain in TCPA compliance and in compliance with other regulations. We reserve the right to change this content at any time.

You’ve got a great deal on a new product, and you want the world to know it. According to Pew Research Center, 92 percent of American adults own a cell phone, so why not send them a promotional text? Your intentions may be good, but without taking the right precautions, those texts could cost your business millions thanks to the Telephone Consumer Protection Act (TCPA). Read More >

West Corporation

Posted on by West Corporation 


How to Use an Outage Experience to Improve Customer Satisfaction

How to Use an Outage Experience to Improve Customer Satisfaction

The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”

Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >

West Corporation

Posted on August 30, 2018 by West Corporation 


5 Most Important IVR Authentication Best Practices

5 Most Important IVR Authentication Best Practices

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 >

West Corporation

Posted on August 28, 2018 by West Corporation 


Design Tactics for Your IR Website

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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West Corporation

Posted on August 14, 2018 by West Corporation 


13 Roles of Continuous Integration in QA (Quality Assurance)

13 Roles of Continuous Integration in QA (Quality Assurance)

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 >

West Corporation

Posted on August 1, 2018 by West Corporation 


IVR Pricing: What's the Real IVR Cost

IVR Pricing: What’s the Real IVR Cost?

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 >

West Corporation

Posted on July 2, 2018 by West Corporation 


Self-Service Adoption: 21 Steps to Get Customers to Love Self-Service

21 Steps to Get Customers to Love Self-Service

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 >

West Corporation

Posted on June 20, 2018 by West Corporation 


Cheap, Fast or Good: Which is Most Important

Cheap, Fast or Good: Which is Most Important?

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 >

West Corporation

Posted on June 11, 2018 by West Corporation 


How to Power Up CX for Utilities image

How to Power Up CX for Utilities

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.

Read More >

West Corporation

Posted on June 7, 2018 by West Corporation 


Find out what happens behind the scenes of a 911 call, and learn about the technologies that enable enterprise 911.

Inside the Journey of a 911 Call

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. Intrado 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.
Read More >

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