In today’s on-demand world, your contact center agents need access to the right information at the right moment. That means you need a solution that can create visibility and connect all parts of a conversation while supporting convenient opportunities for self-service. That’s where West’s Cloud Contact Center comes in.
True Customer Experience Lifecycle Management requires technical infrastructure for self-service, proactive engagement and contact center coordination – plus enterprise-wide orchestration, business intelligence and advanced analytics to make data-driven decisions that inspire, align and guarantee business performance.
This whitepaper details West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.
When an IVR system shows a rise in callers failing at prompts and transferring to an agent, speech recognition often gets the blame. Three usual suspects all-too-often mask common IVR struggles as speech problems.
In today’s mobile world, customers not only crave intuitive communication with brands — they demand it. Companies in every industry are finding that to deliver on this demand, they must successfully orchestrate interactions across multiple channels at once.
Long-term ROI and success requires strategic thought, patience and cross-functional effort. What buy-in do you need from your organization to deliver the experience your customers want?
From sending an SMS/text message when a flight was delayed, to a well-timed email when a package is shipped, proactive support is good for the customer and the organization.
Many companies aren’t close to meeting the CX ideal, so what can the least-liked do to improve customer sentiment?
This article by Dan Gordon appeared in Loyalty360’s Loyalty Management.
Creating a connected customer experience starts with understanding a typical customer’s journey to identify (and later prioritize) opportunities for improvement. This worksheet can help you get started with a customer-centric approach.
In the midst of a global “digital disruption,” customer expectations and technology continue evolving every second. In this presentation, we will help you create a clear path to delivering results. Dan Gordon explores how leveraging data can help you stay ahead of your customers and provide a few key best practices to reach them on their own terms.
Inbound and proactive communication solutions drive a 24/7 connected experience in any outage situation, and throughout the utility customer journey.