West Corporation

Posted on October 31, 2016 by West Corporation 

Looking Inside-Out to Drive CX Maturity

It’s no secret that customers call the shots. With their livelihoods teetering upon 5-star ratings, brands understand the importance of providing a customer experience (CX) that not only meets, but exceeds expectations. Yet even with this understanding, many struggle building a sustainable strategy to deliver.

What’s a common misstep companies make in their pursuit of CX excellence? Read More >

West Corporation

Posted on by West Corporation 

Inbound and Outbound Campaign Strategies for an Improved Contact Center

There are many strategies you could implement to run a more efficient, more productive contact center. When it comes to inbound, you should implement multiple channels to ensure you can provide the best customer experience, no matter how your customers prefer to communicate. Then, you can prioritize your contacts by those various channels. And you should provide a dashboard that allows your agents a single view of all of those channels and how your customers are using each at any given time.

For outbound, it’s important to ensure you have enough data—and that the quality of your data is superior. You should also establish the right Key Performance Indicators (KPIs) and use multiple channels in your outbound strategies whenever possible to increase your likelihood of reaching your KPIs.

Finally, consider having a multi-channel contact center —the most effective strategy for an improved customer experience.

For more information on these strategies, download our slideshow on effective inbound and outbound strategies, as well as the benefits of a multi-channel contact center.

West Corporation

Posted on October 27, 2016 by West Corporation 

3 Key Observations During Hurricane Matthew

As Hurricane Matthew tracked up the East Coast, West utility employees narrowly escaped Florida before the storm’s impact was felt. In the midst of the coastal devastation, it was impossible to ignore the amount of behind-the-scenes 24×7 work that our utility partners put into helping areas maintain and restore power.

When it comes to service restoration, a focus on critical services is always priority number one. These are West’s top three observations made before, during and after the storm. Read More >

West Corporation

Posted on October 20, 2016 by West Corporation 

The Mind-Body Connection

By Pam Mortenson, Health Advocate Solutions

“How are you?” is perhaps the most common greeting in American culture, whether it’s in the workplace or in a social setting. But how often do people respond with, “Great! My body mass index is 23, and my total cholesterol is 165”?

Almost never, because when the typical American assesses how he or she is, physical health is just one component of wellness. It’s hard to respond with “Great, and you?” if someone’s child is having trouble in school or if they are wrestling with choosing a long-term care facility for a parent. The same is true if someone is struggling to pay bills or save for retirement, or if stress in the workplace has become unmanageable.
Read More >

West Corporation

Posted on October 13, 2016 by West Corporation 

How Much Could Medication Adherence Save Your Company?

Wellness Moves from Bottom Lines to Positive Outcomes
By Pam Mortenson, Health Advocate Solutions

Healthcare costs have skyrocketed over the past two decades. Employers and workers bear the brunt of this trend. Between 2005 and 2015, employer contributions to health insurance premiums increased by 61%, according to the Kaiser “Employer Health Benefits Survey.”

Naturally, employers are seeking strategies to counter rising health-care costs. One important strategy to consider is to focus on medication adherence. Why? According to the Network for Excellence in Health Innovation, medication non-adherence is a leading driver of high health-care costs, adding up to $290 billion annually. It’s the leading cause of preventable morbidity and mortality, responsible for 30% to 50% of treatment failures and 125,000 deaths annually, says the American College of Preventive Medicine. As the industry scrambles to improve quality and lower costs, non-adherence to medication is a topic that health-care providers, payers and self-insured employers should address.
Read More >

West Corporation

Posted on September 29, 2016 by West Corporation 

Four Tips for Encouraging Fitness in Employees with Chronic Conditions

By Fonda Narke, Health Advocate, a subsidiary of West Corporation

In my last article we discussed ways to make fitness more fun for your employees, while keeping it top of mind. We talked about how fitness challenges don’t always have to come from corporate, and how devices like Fitbits make it possible for employees to set up their own competitions among their colleagues, friends, or family.

That’s great for employees who are already healthy, or at least who don’t have any major health challenges, but what about employees with chronic conditions such as hypertension, diabetes, arthritis, or asthma?
Read More >

West Corporation

Posted on September 26, 2016 by West Corporation 

The IMAX of Patient Care

By Colin Roberts, Vice President, West Corporation

As today’s healthcare payment models increasingly shift from volume to value, there is intense focus on measuring outcomes. But too often, these measurements rely solely on clinical data, and fail to take into account the 360-degree view of the patient. Healthcare organizations must take into account the social, cultural, and demographic determinants of health to achieve a 3-D picture of the patient that will truly support decisions around care. Healthcare organizations should strive to be the ‘IMAX of Patient Care,’ taking a multi-dimensional view of the patient, including a holistic view of the patient’s lifestyle and any barriers to treatment.
Read More >

West Corporation

Posted on September 15, 2016 by West Corporation 

Doing What it Takes to Answer Every Utility Call

Once appeased by the beep, whir, whizz of dial-up Internet, consumers’ patience is now tested by even the slightest lull in Web connectivity or a dropped call and companies in all industries are challenged to keep up.

Utility customers now expect customer service reps to act not only as problem-solvers, but as “trusted energy advisors.” According to J.D. Power and Associates, the top five elements contributing to these growing expectations are:

  1. Promptness in connecting with a representative
  2. Knowledge of representative
  3. Courtesy of representative
  4. Representative’s concern for customer’s needs
  5. Timely resolution of issue

Read More >

West Corporation

Posted on by West Corporation 

Patient Relationships at Risk as Drug Store Volumes Rise

By Robert J. Dudzinski, West Corporation

Pharmacists are the eyes and ears of the healthcare ecosystem. Patients visit the pharmacy once a month – at least – versus the once-yearly visit to their PCP. Post-Affordable Care Act, the wait for doctors’ appointments is rising, and pharmacies prepared to provide patients with a growing array of primary care services will flourish.

In a recent survey by PriceWaterhouseCooper’s Health Research Institute, three quarters of consumers surveyed said they were open to “extenders”, such as nurse practitioners and pharmacists, performing health services. Read More >

West Corporation

Posted on by West Corporation 

Wondering if you Need to Start Accounting for Smart Machines in Your CX?

Dan Gordon, SVP of Strategy and Development at West, examines the future of smart machines and provides his take on how enterprises should start preparing their CX for this technological emergence in his guest blog post for Execs in the Know:

“Relying on data and metadata, or “the information of everything,” smart machines are expected to drive a higher level of quality and consistency in everyday customer interactions by relying on neural networks that dissect things like text, images and voice — all without human intervention. Unsurprisingly, their potential impact is creating major buzz among technology providers and enterprises in every industry. Companies are left wondering what the rise of smart machines will mean for their long-term CX strategies, and how to stay ahead of their customers and competition as developments unfold. I’d recommend that most brands don’t overhaul their existing priorities just yet…

Click here to read why Gordon recommends holding off for now.

West Corporation