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West Resources

Streamline Your Contact Center

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.

School Lockdown Communications Best Practices

Our free school lockdown guide, which provides lockdown notification best practices and guidelines, will help you prepare for unpredictable events.

TCPA Clarification FAQ

In our K-12 TCPA FAQ, we look at frequently asked questions about the FCC’s most recent updates to the Telephone Consumer Protection Act (TCPA).

Accessibility FAQ

Accessibility generally means equal or equivalent access by a person with a disability. Technology is accessible if it can be used as effectively by people with disabilities as by those without.

10 Things to Do After a School Crisis

Authored by school safety expert Gary Sigrist, Jr., who has more than 30 years of experience as a K-12 school safety manager, law enforcement officer, and educator, this checklist is the ideal resource for school administrators and safety officers. Use this guide to evaluate your preparedness and take steps to prepare for any crisis.

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.

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.

4 Proven Ways to Reduce Repeat Callers and Overcome Poor First Contact Resolution

While repeat callers and poor first contact resolution can often be an organizational headache, their causes can actually serve as a wellspring of valuable insights into customer pain points and opportunities for growth.

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.

Best Practices for Self-Service Identification & Verification

The more you can confirm about a customer from the get-go, the more trust you build, and the faster they’ll reveal their intent. In the IVR, this is known as identification and verification (IDV), and it acts as the first impression for every caller.


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