Shaun Schweitzer
Protecting Your Brand's Reputation with ...

In customer experience (CX), every interaction influences your brand's reputation. Concerns like "My reputation is on the line?" highlight the crucial role of CX in maintaining a positive brand image. This blog addresses these concerns, offering strategies for leaders to safeguard their reputation. 

Protecting Your Brand's Reputation with Exceptional Customer Service 
Sam Falletta
What Impacts Call Center Service Pricing?

The cost of call center services can vary significantly based on several factors. Here are key considerations that influence the average pricing: 

What Impacts Call Center Service Pricing?
Sam Falletta
Mastering Call Deflection: Strategies to ...

As cost pressures continue to rise, and customer satisfaction continues to drop, the pressure on CX professionals is growing. The responsibility of creating a great experience at the lowest cost can feel at odds with each other until we realize both the customer and the brand want the same thing…the easiest and fastest way to resolve every issue.

Call defection strategies can help you and the customer get what they want.

Mastering Call Deflection: Strategies to Enhance Efficiency in Your Contact Center
Sam Falletta
How to Help Solve You Your Contact Center ...

Contact center agents face numerous challenges in their roles, each requiring tailored solutions to enhance their performance and well-being. 

How to Help Solve You Your Contact Center Agents' Biggest Challenges
Nina Vorndran
The 24/7 Dilemma: Pros and Cons of Operating a ...

In the dynamic landscape of customer service, the decision to operate a call center 24/7 is a strategic move that comes with both advantages and challenges. Providing round-the-clock support can enhance customer satisfaction, but it also introduces complexities in terms of staffing, costs, and employee well-being. In this blog post, we'll explore the pros and cons of keeping the lines open 24/7 in a call center setting. 

The 24/7 Dilemma: Pros and Cons of Operating a Call Center Around the Clock

Culture

What is it Like to Have a Hybrid Internship?

What is it Like to Have a Hybrid Internship?

A few months ago I was given an opportunity to grow through interning, and I accepted a hybrid position as a Digital Marketing Intern with Incept. The position has taught me not only skills that I will utilize throughout my career but also valuable business skills that you wouldn’t learn in a classroom. With my hybrid internship, I was able to complete my duties both at home and in the office. In this blog, I am going to discuss the hybrid internship experience, my personal experience as a digital marketing intern, and tips for those looking to.

,

5 Strategies for Top Call Center Culture

,
5 Strategies for Top Call Center Culture

To have a top work culture in a call center, the focus must be on the call center agents and their needs since the responsibilities of the job can cause such high turnover. Did you know that the overall turnover averages for the call center industry as a whole range between 30–45 percent, with some centers having almost no turnover, and other centers having turnover in the triple digits? To help you navigate this important topic, we’d like to share five strategies to achieve a top call center culture and what your call center can do to help create a successful work environment.

,

2021 Year in Review: A Winning Year For Incept

,
2021 Year in Review: A Winning Year For Incept

Here at Incept, our purpose is to help our employees become the best version of themselves. It is because of this commitment to our employees that we have subsequently experienced so much success in the past several years, especially in 2021. Incept has added over 300 jobs to the local economy in the last 5 years while almost doubling revenue.

It’s our intense focus on this purpose that has landed us at the top of multiple awards lists, commemorating our culture, employee engagement, and company growth.

Please, join us in celebration of a fantastic year while we recount the incredible recognition of a passionate, hard working team!

Why Employee Engagement is Important

Why Employee Engagement is Important

Employee engagement is a workplace approach that focuses on a company’s environment, values, goals and the overall well-being of employees.

From a psychological standpoint, it’s all about creating positive attitudes and behaviors that lead to improved work productivity. It’s also instilling your company’s values and goals into every action and decision that the company makes.

,

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.

Would you like to learn more about Incept CX Solutions?