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Posted on February 27, 2018 by West Corporation

Call Center vs. Contact Center: 7 Key Differences

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 >

Posted on February 19, 2018 by West Corporation

5 Multilingual IVR Tips to Take Your Business Global

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 >

Posted on February 16, 2018 by West Corporation

Kari’s Law now the Law of the Land

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.

The History of 911: A Timeline

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.

Top 3 Benefits and Best Practices of Contact Center Modernization

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 >

Posted on January 29, 2018 by West Corporation

Missing Kids Readiness Project: Is your PSAP ready for a missing child call?

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.
Read More >

Posted on by West Corporation

30 Customer Experience Questions to Guide You Through the Jungle

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 >

Posted on January 22, 2018 by West Corporation

27 Stats That Show What Consumers Expect from Brand Communication

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 >

Posted on January 15, 2018 by West Corporation

10 Proven Champion-Challenger Optimizations To Improve CX

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 >

Posted on January 8, 2018 by West Corporation

Incident Response Plan: 4 Steps to Take When Bad Things Happen

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 >

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Blog

Call Center vs. Contact Center: 7 Key Differences

5 Multilingual IVR Tips to Take Your Business Global

Kari’s Law now the Law of the Land

The History of 911: A Timeline

Missing Kids Readiness Project: Is your PSAP ready for a missing child call?

30 Customer Experience Questions to Guide You Through the Jungle

27 Stats That Show What Consumers Expect from Brand Communication

10 Proven Champion-Challenger Optimizations To Improve CX

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