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  

5 Quick Takeaways for a Better Multi-Channel Customer Experience

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.

Posted on July 5, 2016 by West Corporation  

Western Union: Moving Money Around The World

Recognizing that 25% of annual call volumes originated outside of North America and each call with an agent costs $2 on average, Western Union saw an opportunity to expand the global capabilities of its IVR and create a consistent self-service experience for customers.

Posted on June 14, 2016 by West Corporation  

Determining Where Proactive Communications Fit in Your Business

When it comes to delivering modern customer support, there is no such thing as a one-size-fits-all strategy. Consumer expectations are constantly evolving and channels that work well for one brand may not jibe for another.

Posted on June 14, 2016 by West Corporation  

Investing in the Right Places

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?

Posted on May 24, 2016 by West Corporation  

Customer Journey Map Worksheet

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.

Posted on May 19, 2016 by West Corporation  

The Mobile Shift: How to Proactively Deliver a Better Customer Experience

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.

West Corporation