White Papers

Sort By:

West Resources

7 Common Mistakes in Chatbot Design

For several years now, chatbots have been one of the most intriguing communication tools for business owners around the world. Increased automation and always-on customer service is a tantalizing prospect in every industry, but that goal may be more difficult to achieve than you expect.

So far, chatbot design hasn’t always gone according to plan. When it comes to artificially intelligent communication channels — bots in particular — not all designers are made equal. To ensure your solution captures the most desired outcome, make sure the developers handling your new solution protect your brand image and deliver an optimal customer service tool by avoiding these seven common mistakes.

10 Golden Rules of Outbound Campaigns

If you are considering an investment or have already invested in an automated dialing system for your outbound campaigns, then this guide will serve you well. The right technology, of course, is essential, but to get the most from this investment you also need to ensure your processes are hitting the mark.

We’ve put together these key tips to help ensure your outbound operations achieve success. These are exactly the areas that we would be helping you with at “go-live” and on an ongoing basis thereafter.

The Many Benefits of Modernizing Your Contact Center

Not long ago, if your contact center technology was out-of-date, you had two options: completely upgrade your system or make specific changes that only serve as a temporary fix.

Thankfully, today there is an option that provides all of the features and capabilities you need today while promising seamless and cost-effective upgrades in the future as technology continues to expand. This e-book explains the benefits of modernizing your contact center in the terms that are most important to you and your business — cost, customer experience and future expansion.

Blending Inbound and Outbound Contact Center Strategy

Ensure your contact center provides a better experience for your customers, your agents and your company. Use these eight concepts to blend inbound and outbound contact center strategies into one seamless interaction for your customers.

The 10 New Rules of the Inbound Contact Center

Things have changed in the contact center. No longer is customer experience bound by the limitations of legacy on-premises system capabilities. Instead, new cloud-based solutions offer a much more flexible and agile approach, resulting in a dramatically improved customer experience.

These changes are good news for contact centers, as customers today are more likely to take to the internet than pick up the phone in their attempt to communicate with your business, even if they are looking to complain. Now contact centers can be prepared no matter what the communication channel.

Our ‘new rules’ take account of the new demands of customers and the availability of this new functionality, providing some guidelines on what the best contact centers should be aspiring to in order to delight customers.

IVR Usability Study – Paying a Bill to a Utility Provider

When it comes to differentiating your business, an exceptional customer experience is the holy grail. It’s one of the single most sought-after business enhancements throughout the past decade.

As part of that search, business leaders across all industries have tried new ways to revamp their customer service techniques. But whatever the strategy, the core concept comes down to just one thing. Businesses want to make their service more personal.

Fortunately, that can be done while cutting contact center costs by adding automation with IVR, and the utility industry is no exception.

When Bad Things Happen: Get Proactive

Despite your best intentions, things don’t always go according to plan. Failing to adequately communicate during emergencies and unexpected events means risking potentially irreversible damage — starting on social media and ending at the bottom line. These situations make timely and helpful communication more important than ever.

Unfortunately, moments like these also create the most stress, making it difficult to quickly pull together a rational response. Walk through this communication kit whenever bad things happen to make sure you cover all your bases, contact the right people and send the most relevant content.

4 Reasons Customers Call – and How to Reduce with SMS

Contact center agents are responsible for creating a good first impression every time they pick up the phone. That means it’s worth keeping a heavily staffed, well-paid contact center. Still, those calls cost time and money.

There are many reasons a customer may choose to call your contact center. Fortunately, there are a few options to reduce call volume and let agents focus on the most important matters. Here are four common customer complaints and you can use SMS to resolve them.

Converting Customer Experience Into Revenue

Since the dawn of commerce, we’ve known that good customer service means good business. Making life easier for your customers and creating satisfaction gives you an edge over your competitors.

This report uses research conducted with 1,000 consumers to investigate the entire consumer buying cycle. It explores pain points in that journey and provides critical insights into how to address them. So check out these six steps to start converting great experiences into revenue.

The Future of Voice Interactions

As a leader in voice interactions for 30 years, West is often asked, “Is interactive voice response (IVR) going away – or at least being minimized by other channels?” The short answer is “no,” but it is definitely evolving. Voice is still an important piece of exceptional customer experiences. Learn more about familiar and emerging technologies that can bring voice interactions across channels.