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Posted on November 2, 2016 by West Corporation  


3 Quick Tips to Help Customers Weather the Storm

When severe weather comes rolling in and outages occur, panicked customers expect communication that’s as reliable, immediate and effective as their utilities. These three quick tips can help any utility company exceed customer demand before, during and after the storm.

Posted on October 27, 2016 by West Corporation  


Proactive Communications: Helping Customers Weather the Storm

When severe weather comes rolling in, customers have little patience for service interruptions and expect outstanding customer service. Utilities are in a unique position to exceed these expectations in an industry where their offerings are not only seen as assets, but everyday “must haves.” Leverage this “storm kit” to immediately boost communications before, during and after a storm.

Posted on October 14, 2016 by West Corporation  


West’s Customer Experience Lifecycle Management Maturity Model Flipbook

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 easily digestible flipbook breaks down West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.

Posted on October 13, 2016 by West Corporation  


Guide to Building and Optimizing the Right Automated Voice Solution

While customer attention has shifted to modern digital channels, IVR remains irreplaceable in countless circumstances — even on smartphones. Incorporating speech into your CX arsenal is a logical way to help IVR keep up with rising expectations. But blindly rolling out a sophisticated voice solution can rise more questions than it addresses.

This whitepaper ensures brands are considering everything that goes into creating and optimizing speech solutions that deliver more connected experiences across the entire customer journey.

Posted on August 17, 2016 by West Corporation  


West’s Customer Experience Lifecycle Management Maturity Model

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.

Posted on July 20, 2016 by West Corporation  


Tune Up Your IVR

Just like your car, your IVR solution needs regular checkups to ensure that it continues performing optimally. Here are some quick tips for basic IVR tune-up and to provide your customers a highly-intuitive, automated experience.

Posted on July 20, 2016 by West Corporation  


Where to Turn When an IVR System Isn’t Helping Your Customers

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.

Posted on July 20, 2016 by West Corporation  


Get Customers to Love Self-Service in 4 Steps

Encouraging self-service is a major element in delivering a more connected customer experience. Leverage these four steps to start reducing organizational costs, increasing multi-channel efficiency and improving customer satisfaction.


West Corporation

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