Posted on February 21, 2017 by West Corporation  

Helping Utility Customers Weather Hurricane Matthew

When Hurricane Matthew tracked up the East Coast, a major Florida utility company partnered with West to communicate with concerned customers — before, during and after the storm.

Posted on January 9, 2017 by West Corporation  

CX Marks the Spot: What Consumers Expect from Brand Communication

In the realm of customer experience, communication is everything. But in the digital age, the volume of available communication channels is growing exponentially – leaving brands to navigate consumers’ rapidly changing preferences.

West surveyed more than 500 U.S. consumers to understand how they define high quality CX, gauge how communication preferences shift across self-service and proactive interactions, and identify which industries are leading and lagging in CX delivery. Take away some critical insights for your business:

Posted on December 15, 2016 by West Corporation  

Providing Answers When They Are Needed Most

When emergency situations threaten the livelihood of populations at large, companies across the U.S. count on West’s ongoing consultation to deliver timely and reliable communications to their customers.

Posted on December 7, 2016 by West Corporation  

Directed Dialog vs. Natural Language

Although Directed Dialog and Natural Language applications are both powerful speech solutions, they are not interchangeable. This quick guide will teach you how to distinguish between them…

Posted on December 7, 2016 by West Corporation  

When to Use Natural Language (NL) – and When to Avoid It

Used strategically, NL is a major tool in one’s IVR design arsenal that can decrease call duration, improve call containment and more accurately route customers. Conversely, it can be a waste of company time and energy without proper forethought.

Posted on December 7, 2016 by West Corporation  

Understanding and Managing the Speech Application Lifecycle

Speech-enabled automation can make a brand’s overall customer experience ecosystem more effective, but only if the technology is applied strategically. Understand what goes into making a speech application succeed from Day One and beyond.

Posted on December 7, 2016 by West Corporation  

The “5 W’s” of Speech Tuning

Your customers don’t sit still and neither should your IVR. Work with a strategic partner to optimize your IVR system regularly and drive an efficient and effective customer experience that evolves with your customers.

Posted on December 7, 2016 by West Corporation  

Checklist: Aligning with the Right Speech Partner

By leaning on the consultation of an experienced IVR partner, you can more easily identify the gaps in your current customer experience and select the speech applications that best address them – minimizing project risk and maximizing ROI.

West Corporation