There are a huge number of cool applications, bells/whistles, cloud-based tools, etc. that could be a part of a successful outsourcing program. This particular post will focus on 5 of the most critical and impactful tools that could come into play in your outsourced program. A couple of these tools may have more, or less, relevance in the case of an inbound customer service program versus an outbound lead gen program. However, in general, they will be good starting points to discuss your potential partner’s technical capabilities and toolset.
At Incept, our mission is to help our employees become the best possible version of themselves. Customer support can be a very challenging job, so it's important to keep everyone motivated to give their best at all times and continue working towards being a better version of themselves.
Here are 8 of our favorite quotes to motivate our team:
You’ve decided to outsource some component of your internal center, and now you’re on the verge of having to select WHO is going to do that outsourced work. There are all sorts of interesting considerations that can be incorporated that we won’t touch on today: geographically close, an organization you have a history with, references/referrals, etc. What we’re going to focus on today are arguably the 5 most critical things to consider in the selection process of a call center partner.
With close ties to Incept's mission - helping you become the best possible version of yourself - this year's TEDx event will be focused on big ideas around the theme 'One Day.' From the opiate epidemic to refugee resettlement. From rape kit testing to #HighPotentialHomeless. From Captain Ahab to the ArtSpark. The 2017 TEDxAkron speakers will share big ideas about how one day can change everything.
Developing a high quality monitoring and coaching system starts with identifying your desired outcome – results. If the Conversational Quality (CQ) system is not designed to be an accurate measurement of performance, then that disconnect will result in a quality system that can actually harm your results rather than help them. The question becomes, how do you know if your quality system is working properly? What metrics do you look at to ensure a good product that will accurately measure results?
March Madness reveals America’s best college basketball team and the super fans that stood behind them from the beginning. From rivalries to upsets, blowouts to buzzer-beaters; we anxiously wait to witness what will unfold between March 14th and April 3rd as the top programs in the country battle for a national championship and the rest of us battle for the best bracket.
We just touched down in Las Vegas for the world's biggest stage for consumer technologies! CES is celebrating it's 50th anniversary this year so we couldn't miss it.
Earlier this year, Incept’s CEO, Sam Falletta, was awarded the Frank L. Simonetti Distinguished Business Alumni Award by The University of Akron College of Business Administration (CBA) Alumni Association. Sam was selected because of his high achievement of excellence and dedication to serving his community for many years.
This article originally appeared in Smart Business - Akron / Canton Edition - October 2015
The Harvard Business Review found that the single greatest advantage in the modern economy is a happy and engaged workforce*. A decade of research proves that employee happiness raises nearly every business and educational outcome, yet according to Gallup, almost 7 out of 10 employees are unengaged at work, and nearly 2 out of 10 are actively disengaged. Simply put, the majority of executives are failing at THE item that provides the most significant advantage for their business.
Incept employs a process that we have yet to see replicated in any other organization and believe it to be one of the most significant differentiators in why our business is successful. Below you will find a description of exactly why this performance management process works so much more effectively than others.