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West Resources

A Guide to Understanding the Telephone Consumer Protection Act (TCPA)

From healthcare to retail and all other industries in today’s market, global innovations shaping people’s wellbeing and experiences are evolving at an unprecedented rate. The walls between businesses and customers, providers and patients are coming down, and in their place, we are building bridges with technology that connect people and organizations in new ways. We are expanding the impact and effectiveness throughout the customer journey and the continuum of care by interacting with customers and patients through automated communication systems across multiple channels. To maximize their investments in automated notification systems, it is crucial covered entities understand and comply with the Telephone Consumer Protection Act (TCPA).

This whitepaper provides an overview of TCPA for patient communications and highlights best practices for compliance. This paper is not intended to and does not provide legal advice. Leaders are urged to consult their legal counsel to best understand their risks and options under the law.

Intrado’s Customer Experience Lifecycle Management Maturity Model

Brands that effectively connect interactions throughout the customer journey, predict behavior and deliver a perpetually better experience will be strategically positioned to evolve with consumers – promoting efficiency, heightening profitability, maximizing meaningful engagement and winning loyal advocacy.

Customer Experience Lifecycle Management Maturity is the correlation between CX – including customers’ experience (convenience, control, effective self-service) and perception of it (satisfaction, brand affinity, advocacy) – and the quality of what/how the enterprise delivers across the customer lifecycle to create said experience (organizational alignment, integrated technology, operational efficiency, cross-functional transparency, data-driven strategy).

This guide will help you discover where your company sits on the CXLM Maturity Model, providing anywhere from completely disconnected to blissfully prescriptive experiences.

7 Major Manufacturing Challenges (And the Communication Solutions That Can Solve Them)

The manufacturing industry has long been a powerful force in the world economy. Manufacturers create the many goods people use every day for business, recreation and to meet their basic needs.

From lawn fertilizer to auto parts, manufacturing makes dreams a reality. The industry has a storied past, and there’s no fear that global manufacturing will suddenly shut down, but changes will impact this sector in one way or another. Doing business “the way you’ve always done it” isn’t the best strategy in the face of new challenges.

The manufacturing industry will survive, but individual companies may rise and fall depending on how they respond to seven major challenges impacting the market today. And believe it or not, the right communication strategy is the key to survival.

CX Marks the Spot: What Consumers Expect from Brand Communication

Intrado 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 whitepaper for critical business insights.

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.

Ahead in the Cloud

Moving from a traditional call center environment to a contact center one, in theory, would seem fairly straightforward. But the reality is very different. Legacy IT equipment, lack of properly trained staff, time and resources are just a few of the problems that contact center managers and directors come up against.