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West Corporation

Posted on August 28, 2017 by West Corporation 


5 Ways Stable Teams Can Transform Your Business (And 5 Fears That May Be Holding You Back)

By Jil Fisher, Vice President of Technical Product Management

Customers have been loud and clear: they want experiences to remember. And those experiences can’t be based on superficial surveys or interactions with customer service.

Instead, they’re created from inside your organization, starting at the most fundamental level. Before you undertake any project, your team must be focused on creating the best customer experience (CX) possible. One of the most efficient ways to get there is by creating stable teams.

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West Corporation

Posted on August 25, 2017 by West Corporation 


How to Prepare Customers for a Storm

You can’t control everything in business, but you can prepare customers and control how you respond.

When the weather starts causing trouble, the problems may not be your fault, but your customers will be looking to you for answers. And proactive communication will go a long way. Read More >

West Corporation

Posted on August 24, 2017 by West Corporation 


CX for the Self-Service Generation

By Ben Page, Director of Sales and Customer Experience Strategist

From schools to corporations, you can find people buried in their smartphones. The ability to work, shop, check finances and share your every thought on a mobile device is now standard.

Many blame technology for widening the generational gap, but that same technology also brings people together by creating an all new generation: the self-service generation. This generation is motivated by independence and efficiency, and it spans all age groups. Read More >

West Corporation

Posted on August 23, 2017 by West Corporation 


Immunizations: A Shot In The Arm For Retail Pharmacy

This article originally appeared in Chain Drug Review, August 7, 2017

By Robert Dudzinski

Retail pharmacies need to maximize the full value of a key revenue stream: immunizations. While most pharmacy chains offer flu shots, the continued development of vaccines along with their expanded indications will be an important driver of revenue, customer loyalty and health outcomes. It will also improve the persona of pharmacy as an important provider of health care services to their customers.
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West Corporation

Posted on August 17, 2017 by West Corporation 


3 Factors for Customer-Centric Product Management

By Laura Campbell, Product Manager

Product management isn’t just about building the best technology anymore. It’s about managing customers’ impressions throughout the product lifecycle and delivering experiences they won’t forget. Read More >

West Corporation

Posted on by West Corporation 


The Evolution of 911 and PSAP Data

The information that Public Safety Answering Points (PSAPs) can receive today has come a long way since 911 service first debuted in 1968 (check out nena.org for more information on the origins of 911 service). Back then, the 911 caller was simply connected to the PSAP. This system worked if emergency callers could communicate their emergency and civic address on the phone. However, what happened if the caller in distress could not speak?

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West Corporation

Posted on July 21, 2017 by West Corporation 


Visual IVR Bridges the Customer Service Gap

By David Orwick, Product Development Manager

When it comes to memory, the human brain can be limited. That’s why visual IVR can have big implications for the customer service industry.

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West Corporation

Posted on July 11, 2017 by West Corporation 


Empower your Security Team When an Emergency Strikes

Your security team can play a vital role during an emergency situation; however, they need to be aware that there is an emergency in the enterprise, the nature of the situation, and its precise location. With West’s Desk Alert solution, you’ll empower your security team with tools that help them to be of assistance in ways that were previously impossible.

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West Corporation

Posted on July 6, 2017 by West Corporation 


Overcoming Common GIS Challenges in a Next Generation 9-1-1 System

By Dave Peck, GIS Director

Earlier this month I attended the NENA 2017 conference in San Antonio, Texas. As always, it was a great event to see old friends in the industry and meet new people doing extraordinary work in public safety.

Throughout my many conversations, four challenges emerged as the most common areas where PSAPs seem to struggle with GIS and its role in Next Generation 9-1-1 (NG9-1-1) systems.

The common GIS challenges I heard at NENA 2017:

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