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Cloud Contact Center

Omnichannel Success

Seven Steps to Omnichannel Success

Sandie Simms
Wed Jun 19, 2019
It’s pretty much impossible to avoid the hype around digital channels, chatbots and Artificial Intelligence (AI) if you are even remotely connected to the contact centre or CX industry today. ... more
create customer personas

How to Create Exceptional Customer Experiences with 3D Customer Personas

Sandie Simms
Thu Apr 18, 2019
At West we understand that investing in a new technology system or adding a new communications channel is not in itself a CX strategy. So, we’ve produced a series of expert guides to help our... more
CX and emotion

Why Customer Experience is all About "The Feels"

Cohen Leon Daley
Tue Mar 5, 2019
“Feel the feels”, “all about the feels”. Whether you love it or hate it, unless you’ve been hiding under a rock for the last ten years, you will probably have seen this phrase online or on social... more
Meeting Consumers' Communications Expectations

What Consumers Expect from Brand Communications

Sandie Simms
Tue Jan 8, 2019
In the somewhat recent past, the brand and consumer relationship was much simpler. Most transactions were carried out person-to-person – either face-to-face or through a phone call. People only... more
Omnichannel customer experience

Getting Serious About Omnichannel Service Experience

Martin Hill-Wilson
Wed Dec 19, 2018
Introducing Guest Blogger, Martin Hill-Wilson
Martin Hill-Wilson is a customer engagement and digital business strategist. An international keynote speaker and chair for contact centre and customer... more
Customer Retention Tips

Five Steps to Retaining your Customers

Sandie Simms
Tue Dec 4, 2018
There’s a cardinal rule for businesses in any sector today: It’s less expensive to retain a customer than to acquire a new one. Seventy-two percent of businesses say improving customer experience is... more
Optimise Customer Experience

Optimise these 5 Key Customer Experience Factors within your Business

Sandie Simms
Tue Oct 23, 2018
Customer experience is often defined as the way customers perceive your brand. This includes your product marketing and the manner in which you stand behind those products. Another part of customer... more
Questions for Customer Experience Evaluation

Customer Experience Questions to Guide you through the Jungle of Customer Care

Sandie Simms
Thu Oct 11, 2018
According to a recent Walker Study by the year 2020, customer experience (CX) will surpass price and product as a primary indicator of industry-leading brands in the marketplace. Now you might be... more
Proactive Notifications Help Retain Customers

Heads Up: How Proactive Notifications can Help you Retain Customers and Maintain Loyalty

Sandie Simms
Mon Oct 1, 2018
You have an opportunity to seal the loyalty of your customers and it is as simple as setting up alerts and notifications for important events surrounding their relationship with you.
Why do... more
IVR Complaints Hurting Your Customer Experience

5 Common Complaints Hurting your Customer Experience

Sandie Simms
Mon Sep 17, 2018
The ultimate goal of contact centres is to promote positive customer interactions and outcomes. Questions should be answered and issues resolved - resulting in happier customers anxious to spread the... more
Contact Centers Deserve Attention

Global Business: Contact Centers Deserve the Same Attention As Store Design

Kevin McMahon
Thu Aug 2, 2018
Global businesses spend many years and millions of dollars to perfect the continuity of a store design. They hope their efforts will result in a look and feel that is familiar to customers no matter... more
Improve Contact Center Quality Scores

6 Tips to Improve Contact Center Quality Scores & Customer Service

Kevin McMahon
Tue Jul 17, 2018
The level of call quality may be the single most important determining factor in a contact center’s level of success. When customer inquiries, issues and questions arise, these calls may be one of... more
Integrate contact center and UC solutions

Improve Customer Experience by Integrating Your Contact Center and UC Solutions

Kevin McMahon
Wed Jun 20, 2018
In Microsoft’s “State of Global Customer Service” report, 78 percent of consumers aged 18 to 34 said they expect a customer service agent to know their contact product information as well as service... more
Call Center Motivation Morale Boost

6 Ways to Motivate Call Center Staff and Boost Morale

Kevin McMahon
Tue Jun 5, 2018
The main goal of most contact centers today is to interface with customers and vendors in a productive and efficient manner that builds and retains relationships and improves the company’s public-... more
Consumers engage with contact centres

How do Consumers want to Engage with Contact Centres?

Sandie Simms
Fri May 18, 2018
Modern lifestyles require modern contact centres that offer modern conveniences, which puts continued pressure on customer service teams to deliver a higher volume of interactions with greater... more
Combine CCaaS with UCaaS

Why You Should Consider Combining CCaaS with UCaaS

Sandie Simms
Tue Apr 3, 2018
Modern customer experience isn’t just about doing old things in new ways, but new things in ways that weren’t previously feasible. Cloud-based solutions now offer greater flexibility and... more
Build emotional engagement with customers

How to Build Emotional Engagement with your Customers

Sandie Simms
Tue Mar 20, 2018
With customer experience set to overtake product and price as the distinguishing factor for companies by 2020, many companies are now starting to consider different ways of improving the delivery of... more
Call Center Surveys

Improve Customer Experience with Call Center Surveys

Monica Ellis
Tue Mar 13, 2018
Customer feedback is essential when it comes to improving satisfaction. With the right contact center solution, you should already have the tools at hand to help collect valuable customer insights... more
Call Recording Features

Cool Call Recording Features You Should Know About

Monica Ellis
Mon Feb 26, 2018
There are plenty of reasons why businesses use call recording systems. Some companies are required to record their calls for legal purposes. For others it might be about quality monitoring and staff... more
Benefits of Cloud-Based Contact Centres

New Report Highlights Benefits of Cloud-Based Contact Centres

Sandie Simms
Fri Jan 26, 2018
As with the introduction of any new software, the transition to cloud technology in the contact centre will always raise logistical concerns. The number of chosen services, the level of compatibility... more
Call Center Games Contests

Motivational Games and Team Contests in Call Centers

Melissa Coen
Wed Jan 3, 2018
Whether your contact center is geared towards inbound or outbound calling, sales or customer service, you want agents that stay motivated and energized to build a positive identity for your company.... more
Multichannel Contact Center Challenges

5 Ways to Overcome Multichannel Contact Center Challenges

Monica Ellis
Mon Dec 11, 2017
Given the number of ways we communicate these days, it's not surprising to learn customers have high expectations when it comes to dealing with companies across multiple channels, whether it’s chat,... more
What is Contact Center Virtualization?

What is Contact Center Virtualization?

Kevin McMahon
Thu Nov 9, 2017
The call centers of yesterday were often huge offices with row after row of agents answering calls that were routed to them using traditional PBX and ACD systems.  
At the time, it made sense for... more
Contact Centre fit for Digital

Is Your Contact Centre Fit for Digital?

Sandie Simms
Fri Nov 3, 2017
The author of this post is located in the UK.
New Multichannel Contact Centre Benchmarking Tool by West
Digital interactions are expected to overtake voice in the contact centre by 2020, according to... more
Saleforce CRM Integration with Contact Centers

7 Key Features of Salesforce CRM Integration in Contact Centers

Monica Ellis
Mon Oct 2, 2017
CRM integration can yield some pretty serious benefits within the contact center. Most notably, CRM integration can:
Eliminate toggling between apps and browsers, saving time for agents and the... more
Contact Centre Customer Satisfaction

3 Tips to Boost Customer Satisfaction

Sandie Simms
Fri Sep 29, 2017
The author of this post is located in the U.K.
The modern customer is used to getting what they want, when they want it. The fast pace of the digital world means people decide when they interact with... more
Need a Cloud Contact Center Solution?

Cloud PBX vs. Cloud Contact Center: Which Do You Need?

Kevin McMahon
Tue Sep 26, 2017
If you’re investigating the cloud to enable communications for both back office staff and front-line agents, you may be wondering if you can get by on a cloud PBX for voice services alone or if your... more
Contact Center Benchmarking

Online Event: Build a Better Customer Experience Using a Contact Center Benchmark

Monica Ellis
Thu Sep 14, 2017
Benchmarking within the contact center can be quite an undertaking. Where do you start? What do you measure? How to you compare with others within the industry?
Of course, each call center is unique... more
CRM Contact Center Integration

4 Reasons You Need CRM Integration in the Contact Center

Monica Ellis
Tue Sep 12, 2017
If you’ve ever tried to join up an on-premises contact center solution with your CRM, chances are you’ve thrown your hands up in frustration and perhaps even given up. The struggle (to unite... more
Future of Contact Centre Metrics

What’s Next for Contact Centre Metrics?

Sandie Simms
Wed Sep 6, 2017
The author of this post is located in the U.K.
Traditionally, to define and measure success, the call centre industry has relied upon efficiency metrics, such as Average Handle Time (AHT), developed... more
Contact Centre Customer Service

5 Ways to Put Contact Centre at the Heart of Customer Experience

Sandie Simms
Mon Aug 28, 2017
The author of this post is located in the U.K.
How is your contact centre seen by your organisation? A cost centre and necessary evil, or a hub of successful customer interactions, driving customer... more
Profitability and Customer Experience

Customer Experience and Profitability: Getting it Right

Sandie Simms
Mon Aug 14, 2017
The author of this post is located in the U.K.
Industry research such as Forrester’s 2016 report Customer Experience Drives Revenue Growth, has shown that customer experience leaders do achieve... more
Social Media in Contact Center

Social Media in the Modern Contact Center

Kevin McMahon
Mon Jul 31, 2017
With nearly 74 percent of internet users having active social media accounts, social is an increasingly important channel that contact centers need to consider.
Source: wearesocial.com
Year over year... more
What does a call center agent do?

What Does a Contact Center Agent Do?

Kevin McMahon
Mon Jul 17, 2017
Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies. The nature of the calls and... more
Contact Center Call Backs

5 Reasons You Should be Using Call-Backs in the Contact Center

Kevin McMahon
Mon Jul 10, 2017
Contact center call-backs can bring big benefits to businesses and customers alike. Rather than forcing customers to wait in queue, simply offer a call-back service. Call-backs can lead to lower... more
Migrate Contact Centre to Cloud

3 Tips for Cloud Migration to Deliver a Better Customer Experience

Sandie Simms
Fri Jun 23, 2017
The author of this post is located in the UK.
Legacy contact centre system limitations can be a big roadblock when it comes to designing and delivering positive customer experiences across digital... more
CCW West Research

West to Highlight Customer Experience Research at Call Center Week in Vegas

Monica Ellis
Fri Jun 23, 2017
Call Center Weekly 2017 is happening this week at The Mirage in Las Vegas. The annual meetup, organized by IQPC, is part conference / part expo, bringing together the customer care community for a... more
Contact Centre Digital Interaction

Contact Centre Digital Interaction: Preparing for the Future

Sandie Simms
Fri Jun 2, 2017
The author of this post is located in the UK.
The demise of the traditional call centre has been predicted for a while now. Is it ever really likely to happen?  Well, there is definitely no doubt... more
Best Customer Service Channels

The Best Channels for Customer Service Within the Contact Center

Kevin McMahon
Mon May 22, 2017
Customer service channel options have increased significantly over the last few years, but choosing the best fit for your business can be difficult. The decision should be balanced between the cost... more
Call Center Volume Management

Managing the Ups and Downs of Contact Center Call Volume

Kevin McMahon
Mon May 15, 2017
Every contact center goes through peaks and troughs in call volume, whether planned, seasonal or unexpected. A natural disaster can lead to a rise in insurance claims, just as the New Year can result... more
Call Center Complaints

Using Technology to Eliminate Common Call Center Complaints

Kevin McMahon
Tue May 9, 2017
All businesses, to varying degrees, must handle customer complaints. Improving customer service can often be a challenge. Of course, it makes sense to avoid complaints, minimize mistakes and reduce... more
Call blending best practices

Call Blending Best Practices

Sandie Simms
Fri May 5, 2017
Call blending allows the same agents to handle both inbound and outbound calls, depending on call volumes at any given moment. If you have software that can do it well, and agents that are suitably... more
Contact Center Repeat Business

Simple Contact Center Tips for Encouraging Repeat Business

Kevin McMahon
Mon May 1, 2017
If a customer has selected you from among the many competitive products and services available to them, then congratulations are in order. But your work isn’t over yet.
Customers today are more... more
Web Chat Customer Service

3 Reasons to Use Web Chat as a Customer Service Channel

Kevin McMahon
Mon Apr 17, 2017
Web chat use within the contact center has seen a rise in popularity when it comes to resolving issues or finding quick answers. Customers appreciate the speed and ease of use that it offers in... more
Contact Centre Questions to Ask

12 Questions to Ask When Choosing Contact Centre Software

Sandie Simms
Fri Apr 14, 2017
When setting up a contact centre you’re going to be faced with choosing from a huge selection of software, including cloud contact centre solutions, hosted solutions and premises-based solutions to... more
Customer Journey Mapping

Better Customer Journey Mapping In The Cloud

Kevin McMahon
Mon Apr 10, 2017
It is no secret that positive customer experiences convert into sales. On the flip side, a poor customer experience can lead to less sales potential and even churn. According to research commissioned... more
Blended Dialing

Blended Dialing for More Contact Center Success

Kevin McMahon
Tue Mar 21, 2017
Call blending allows contact center agents to handle both incoming and outgoing calls so agents remain productive when inbound call volume is low. Some businesses have concerns that blended dialing... more
Customer Service Builds Loyal Customers

6 Ways to Build a Loyal Following with Great Customer Service

Kevin McMahon
Mon Mar 13, 2017
Consumers today are savvier than ever and extremely experienced at shopping around to get a bargain. But that's not to say that customer loyalty is a thing of the past. If customers truly see value... more
Data Led Contact Center

How To Run a Data Led Contact Center (And Why)

Kevin McMahon
Mon Mar 6, 2017
Our Marketing Led Contact Center Manifesto looks at the essential rules for merging marketing and the contact center in a customer-centric organization. One of the key areas it highlights is data. ... more
IVR Design

How to Design a Successful IVR System (and Stop Annoying Customers)

Kevin McMahon
Mon Feb 13, 2017
If you’ve ever called a contact center, chances are you’ve experienced an Integrated Voice Response (IVR) system, which is an automated telephony system that gathers your details and lets you choose... more
Contact Center Marketing Strategies

3 Key Marketing Strategies for Your Contact Center

Kevin McMahon
Tue Jan 31, 2017
While brand messaging and audience reach have long been extremely important for most marketers, the arrival of digital and mobile communication has resulted in many marketers taking a closer look at... more
Show Call Center Workers Appreciation

5 Ways to Show Your Call Center Agents Appreciation

Kevin McMahon
Wed Jan 25, 2017
Making employees feel valued should be an ongoing priority for any organization. But for contact center/call center agents, who are typically at the frontline in dealing with dissatisfied customers... more
Contact Center A/B Testing

How To Use A/B Testing In Your Contact Center

Kevin McMahon
Tue Jan 17, 2017
While A/B testing is often used within marketing and business intelligence, it's not something that contact centers have traditionally leveraged. Sometimes referred to as split testing or... more
Marketing Merging with Contact Center

Marketing is Moving in on the Contact Center

Kevin McMahon
Wed Jan 11, 2017
A trend is emerging at West with more and more marketers getting in touch to talk about our cloud contact center technology. And they’re asking some very interesting questions. The conversations with... more
Contact Center Connection Rates

4 Ways to Increase Outbound Contact Center Connection Rates

Kevin McMahon
Mon Dec 12, 2016
While the evolution of the contact center, with its move towards the omnichannel customer service environment and the rise of the tech-savvy mobile consumer, generates a lot of coverage within the... more
Gartner CCaaS Magic Quadrant

West Named Niche Player in Gartner CCaaS Magic Quadrant

Kevin McMahon
Tue Dec 6, 2016
Gartner Inc., the world’s leading information technology research and advisory firm, has just published its 2016 Magic Quadrant for Contact Center as a Service, North America. We are pleased to share... more
Multichannel Contact Center Self Service

The Impact of Self-Service on Multichannel Contact Centers

Kevin McMahon
Tue Nov 29, 2016
The increasing customer-led shift toward self-service in digital channels has had a big impact on the multichannel contact center. Social customer service has changed the way we communicate and... more
Time spent on hold

Research Reveals How Much Time We Spend on Hold

Kevin McMahon
Thu Nov 17, 2016
Research has shown that the average consumer can expect to spend around 43 days of their life waiting on hold. That’s not only bad news for consumers (we have better things to do!), it’s bad for... more
Cloud Contact Center Agent

How the Cloud Increases Contact Center Agent Productivity

Melissa Coen
Wed Nov 16, 2016
A recent study carried out by Forrester Research revealed that one of the biggest problems companies have with their contact centers is that “agents must use multiple applications to find the... more
Improve customer service

Improve Customer Service Experiences with a Channel of Choice Strategy

Kevin McMahon
Thu Nov 10, 2016
A true “channel of choice”' experience allows customers to swap between communication modes based on needs and preferences. A customer may begin by reaching out via social media, which leads to a... more
Hosted Call Center Solutions Metrics Checklist

Benchmarking Hosted Call Center Solutions - The Metrics Checklist

Melissa Coen
Tue Nov 8, 2016
Call centers come in many shapes and styles. Classic centers bring to mind rows of cubes, phones and people, but the current trend is toward cloud-based call center solutions. There are many reasons... more
Call Center Independent Customers

5 Contact Center Tips to Keep Independent Customers Satisfied

Kevin McMahon
Thu Nov 3, 2016
The modern customer is used to getting what they want, when they want it. With the entire internet in their pocket or purse, they can usually find the information they need in seconds. And if not,... more
Hosted Contact Center Customer Service

Hosted Contact Centers Provide Superior Customer Service

Melissa Coen
Thu Oct 27, 2016

“85 percent of responding organizations view customer experience…as a competitive differentiator.”

In the past, the expectations involved with a call to customer support included sitting on hold... more
Call Scripting Mistakes

10 Call Scripting Mistakes to Avoid in Contact Centers

Kevin McMahon
Wed Oct 26, 2016
Call center scripts often have a bad reputation. It’s easy to see why when we encounter overwhelmingly negative and unnecessarily frustrating experiences. We’ve all had them! 
However, call scripting... more
Contact Center Culture

5 Ways to Improve Contact Center Culture

Kevin McMahon
Thu Oct 6, 2016
Contact centers have one of the highest staff turnover rates among all industries. Staff can often feel undervalued and lack job satisfaction, largely due to the monotonous nature of some of the... more
Call Routing Strategy

Make Call Routing Work for You and Your Customers

Kevin McMahon
Tue Sep 27, 2016
A good call routing strategy benefits everyone. It increases first contact resolution, helps in delivering great customer service, and improves agent productivity. Call routing is a fundamental... more
Higher Education Contact Center

5 Reasons Higher Learning Institutes Adopt Cloud Contact Center Software

Melissa Coen
Mon Sep 26, 2016
It’s no secret that the Cloud reigns supreme in the contact center arena. In recent years, a vast majority of enterprises have adopted some kind of hybrid or exclusively cloud-based strategy.... more
Contact Center Performance Management

5 Tips to Improve Contact Center Performance Management

Kevin McMahon
Fri Sep 16, 2016
Managing call center performance is not an easy task; however, it plays an essential role in contact center success. Team leaders and managers must build performance management into the company... more
Improve Inbound Call Center Routing

7 Innovative Ways to Improve Inbound Call Routing

Kevin McMahon
Thu Sep 8, 2016
Call routing is a contact center essential. A well designed routing system helps to deliver a superior customer experience and fast resolution to their query; but done poorly, call routing can lead... more
Blended Contact Center Productivity

Improving Agent Productivity with Blended Contact Centers

Kevin McMahon
Mon Aug 29, 2016
Trends in the Contact Center
There's always talk in the industry about the future of contact centers. With the emergence of multichannel or even omni-channel customer care, many call centers have... more
Inbound Contact Center New Rules

The New Rules of the Inbound Contact Center

Kevin McMahon
Thu Aug 25, 2016
It’s time to rip up the old rules of customer service – or risk losing loyal customers.
The old rules of ‘answer it quickly and dispatch it quickly’ no longer cut it. The game has changed and today’s... more
Call Center Metrics Essentials

4 Must Have Call Center Metrics

Kevin McMahon
Wed Aug 17, 2016
In an age where we have access to a plethora of data at the tip of our fingers, it can sometimes be a challenge to get to the call center metrics that actually matter. Call centers and contact... more
Call Back Services

Improve Call Center Service with Call Backs

Kevin McMahon
Wed Aug 3, 2016
Achieving Customer Service Excellence with Queue-Buster Customer Call Back Options
It’s frustrating to be stuck in a call queue or left on hold when you need customer service. It’s even worse when... more
CCW Contact Center Expo 2016

Contact Center Conference & Expo '16 Key Takeaways

Melissa Coen
Fri Jul 29, 2016
CCW Event Recap
The world’s largest Contact Center Conference & Expo took place last month at The Mirage Hotel and Conference Center in Las Vegas, Nevada. Call Center Week (CCW) hosted over 2000... more
First Call Resolution Tips

10 First Call Resolution Tips for Call Center Agents

Kevin McMahon
Thu Jul 21, 2016
First contact resolution (FCR) refers to when a customer's inquiry is resolved in a single contact. It’s a critical key performance indicator (KPI) in measuring both the quality of the customer... more
Contact Center Credit Card Security

Credit Card Payment Security in Contact Centers

Kevin McMahon
Mon Jul 11, 2016
Credit card data theft is big business. No customer likes the thought of card details being stored on a company’s databases due to the risk of potential fraud. Contact centers that take payments over... more
Call Center Agent Scripting Tool

The Only Call Center Agent Scripting Tool You Need

Kevin McMahon
Thu Jun 30, 2016
Agent Scripting: Do You Have What it Takes to Get it Right?
Agent scripting within the call center can be a touchy subject. On the one hand, you certainly don't want your agents to sound unnatural or... more
Contact Center Wallboards

Contact Center Wallboards: What Info Works Best?

Kevin McMahon
Mon Jun 13, 2016
The Best Information to Display on Your Contact Center Wallboards
Wallboards are a familiar tool used in many contact centers. They’re a visual means to display real-time calling stats, KPI... more
Hosted or Cloud Call Centers

Hosted or Cloud Call Center - Are They Different?

Kevin McMahon
Wed Jun 1, 2016
There is often confusion surrounding the terms "hosted" and "cloud" when it comes to call center and contact center systems. You’ll often see the words used interchangeably without any clear... more

The Multichannel Customer / Call Center Challenge

Kevin McMahon
Tue May 24, 2016
What do you think are the key challenges facing the call center industry?
We commissioned an independent survey of 100 contact center decision-makers to look at key drivers for moving to the cloud.... more
Remote Contact Center Workers

8 Benefits of Remote Contact Center Workers

Kevin McMahon
Tue May 17, 2016
The work-from-home option has been gaining momentum for a number of years now for contact center staff. With the right tools and agents, there's no question that it can yield significant business... more
Workforce Management Optimization

How Workforce Management Benefits Call Centers

Melissa Coen
Fri Apr 29, 2016
How Workforce Management and Workforce Optimization can Benefit Contact Centers
Today’s call centers can be run from almost anywhere, thanks to advanced communication systems and equipment. Some call... more
Contact Center Success Tips

8 Keys to Contact Center Success in 2016

Kevin McMahon
Mon Nov 30, 2015
With Christmas looming and the end of the year now in sight, let's take a look at some key predictions for the year ahead and review those areas where the really great contact centers are going to... more
Magnetic North Garter Magic Quadrant

Magnetic North Named in Another Gartner Magic Quadrant

Kevin McMahon
Wed Sep 9, 2015
Magnetic North named in Gartner's Magic Quadrant for ‘Customer Engagement Center Workforce Optimization’
Magnetic North has been included in Gartner’s 'Magic Quadrant for Customer Engagement Center... more
Challenges of Contact Centers

The Top Challenges Facing Contact Centers

Kevin McMahon
Sat Jun 27, 2015
Scroll to Bottom of this Post to View Full SlideShare
TMCNet once ran an article series about one of our sister companies, West Interactive, where President Skip Hanson discussed the top challenges... more