TEDxAkron is coming up this weekend!

TEDxAkron is coming up this weekend!

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.

What metrics do you track to ensure high quality support?

What metrics do you track to ensure high quality support?

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: How To Use Basketball To Drive Call Center Effectiveness

March Madness: How To Use Basketball To Drive Call Center Effectiveness

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.

Increase Employee Engagement and Improve Profitability

Increase Employee Engagement and Improve Profitability

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.

What Makes Incept’s Performance Management So Different?

What Makes Incept’s Performance Management So Different?

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.