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West Resources

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.

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.

5 Easy Ways to Immediately Improve Your IVR

IVR remains a central pillar in delivering effective customer support — even on smartphones. Because the phone call isn’t disappearing anytime soon, it’s just as important as ever to ask: What makes a good IVR system?

Power Station GEN3 Fact Sheet

Power Station GEN3’s innovative hardware configuration eliminates big iron in the backroom. The newly extended chassis accepts new, longer C Blade cards, replacing traditional backroom servers.

Where to Begin: Getting Proactive with Your Customers

Increase customer satisfaction by creating moments of delight and staying ahead of customer needs. Save time and last-minute emergency effort by predicting common issues before they arise and help avoid unnecessary headaches.

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.

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?

Proactive Strategies to Improve CX

Twenty percent of “satisfied” customers still intend to leave or do business elsewhere. So how can you proactively encourage loyalty from even your most satisfied-yet-fickle customers?

Proactive Strategies to Decrease Inbound Care Costs

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.

What Can the Most Hated Industries Do to Improve Customer Sentiment?

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.