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West Resources

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.

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.

Proactively Responding to the Mobile Shift Part II: How to Survive in a Cashless Society

In 2016, we created a whitepaper based on reports from leading research firm PwC about the impact of online shopping on the retail industry. From that research, one takeaway stood out: a massive “mobile shift” had begun to develop with the potential to further derail both traditional brick-and-mortar establishments and desktop-based sales strategies.

Now, PwC has released an updated report on buyer behavior, and there’s a new takeaway to consider. The mobile shift is here. Shopping on mobile devices is growing quickly as website sales flatten, and businesses in retail, travel, home services and other industries must consider the new channel of choice if they hope to stay relevant.

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.

Making a case for 911: Nemertes Research’s Business Value Analysis of West’s Enterprise 911 Solutions

Why do enterprises look for 911 solutions? Why do they choose the solutions they do? What results do they achieve by implementing a 911 solution?

Nemertes Research answered these questions and more with its Business Value Analysis of West’s enterprise 911 solution set, the results of which can be found in this summary. Download the document to learn:

  • The three primary business drivers that triggered the evaluation of E911 solutions.
  • The key E911 challenges solved by the implementation of West’s 911 solutions.
  • How West’s E911 solutions helped enterprises reduce operational costs, and maximize ROI.

RedCircleArrow Download the report summary here

Want more in-depth information? Download the full report, which includes an analysis by Nemertes Research of their findings, plus use cases for each of the ten customers interviewed for the report.

RedCircleArrow Download the full report here

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.

Proactively Responding to the Mobile Shift

In the last 15 years, Amazon has grown from $1 billion in sales to a $90 billion plus company. During that same period, some well-known brick and mortar retailers that had more than $40 billion in sales 15 years ago have seen revenues drop by more than 75 percent.

At the heart of this shift is digital disruption, changing the market as we know it forever. Find out how you can proactively respond to the mobile shift and deliver better customer experiences.

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.

The Future of Customer Experience Lifecycle Management for Healthcare, Part 2

In Part I of The Future of Customer Experience Lifecycle Management for Healthcare, we examined the need for healthcare organizations to create a continuous interactive customer experience to build lifelong relationships with their customers.

Part II is a detailed analysis of where healthcare organizations may find themselves today along the maturity curve for Customer Experience Lifecycle Management (CXLM). It also examines the challenges inherent in making the leap from each stage to the next, and the solutions needed for healthcare organizations to successfully connect interactions throughout the patient’s journey – a journey that ultimately should increase patient satisfaction, decrease leakage, improve health outcomes, and increase revenue for hospitals, physician groups, health systems, insurers and retail pharmacies.


West Corporation

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