White Papers

White Papers

Sort By:

West Resources

Ahead in the Cloud: Why Contact Centers are Moving to Cloud-based Solutions

Moving from a traditional call center environment to a contact center one, in theory, would seem fairly straightforward. But the reality is very different. West surveyed 100 contact center decision-makers to find out where organizations were in the cloud adoption curve, what the drivers are for cloud adoption and equally importantly, how those who have already made the move reaping the rewards.

The Future of Customer Experience Lifecycle Management for Healthcare, Part 1

There is a new urgency for healthcare organizations to adopt commercial strategies around customer experience to accommodate the changing needs of healthcare consumers. Consumers have begun to demand a healthcare experience that is personalized, multichannel and interactive, akin to proactive engagement from vendors in other professional services categories such as banking or telecommunications. As these commercial vendors raise their level of service, consumers are beginning to demand an analogous experience in the healthcare market.

CX Marks the Spot: What Consumers Expect from Brand Communication

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. Download this white paper for critical business insights.

E9-1-1 RFP Prep Guide

A well-researched and comprehensive RFP can be invaluable when selecting an E9-1-1 solution for your organization.
Make sure your RFP asks all the right questions.

Download this white paper and learn about:

  • Information you need to provide vendors for a complete RFP response.
  • Key questions to help you differentiate between E9-1-1 solution offerings.
  • Pitfalls to avoid when evaluating E9-1-1 RFPs.

Proactive Communications: Helping Customers Weather the Storm

When severe weather comes rolling in, customers have little patience for service interruptions and expect outstanding customer service. Utilities are in a unique position to exceed these expectations in an industry where their offerings are not only seen as assets, but everyday “must haves.” Leverage this “storm kit” to immediately boost communications before, during and after a storm.

Selecting an SMS Provider That Meets Your Business Needs

Proactive communication strategies are key in keeping up with consumers’ on-the-move lifestyles, but a variety of factors can make them a real business headache if you aren’t careful. Ensure you have a firm understanding of the relationships behind your SMS/text messages.

How Retail Pharmacies Can Leverage Technology to Meet the Goals of the Triple Aim

This white paper will explore the current business challenges for retail pharmacies, and their opportunities to overcome these hurdles while contributing meaningfully to the goals of the Triple Aim. The paper will describe pharmacies’ current deficits and explore the need for advanced communications tools to leverage pharmacies’ unique domain expertise both in medication adherence and in retail operations. Finally, the paper will outline the specific capabilities retail pharmacies need to bridge the gap to meet current and future healthcare challenges.

West’s Customer Experience Lifecycle Management Maturity Model Flipbook

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 easily digestible flipbook breaks down West’s point of view on Customer Experience Lifecycle Management maturity and roadmaps to help brands achieve it.

Guide to Building and Optimizing the Right Automated Voice Solution

While customer attention has shifted to modern digital channels, IVR remains irreplaceable in countless circumstances — even on smartphones. Incorporating speech into your CX arsenal is a logical way to help IVR keep up with rising expectations. But blindly rolling out a sophisticated voice solution can rise more questions than it addresses.

This whitepaper ensures brands are considering everything that goes into creating and optimizing speech solutions that deliver more connected experiences across the entire customer journey.

School and Student Data Privacy Best Practices

Student data privacy is perhaps the hottest topic in K-12 education today. How can schools protect student data privacy as more learning and school management activities take place on digital applications? And how can schools communicate about privacy issues in ways that keep parents properly informed and engaged?

West Corporation