Contact Center Trends for 2019 That We Are Most Excited About

Contact Center Trends for 2019 That We Are Most Excited About

The landscape of communication is rapidly evolving so we strive to keep tabs on latest contact center trends so that we can provide our clients (and their customers) with the best service. Being in a mindset of growth and advancement always proves to be effective in helping our clients achieve their customer service goals as well as improving our own business.

Whether the current call center trends include tactics that we already employ or methods that we see on our horizon, here’s what our team is most excited about in 2019:

3 Strategies To Increase Retention of Subscription Box Customers

3 Strategies To Increase Retention of Subscription Box Customers

Customer churn is the single most important factor in predicting a subscription box service’s future success, according to David Packman, a well-known industry investor. But alarmingly, McKinsey & Company found that more than one-third of subscription box consumers cancel within three months. S what can be done to increase the retention of subscription box customers?

Well-designed customer retention programs can help to reduce customer churn as well as identify critical service issues that may be creating customer dissatisfaction. In our experience, it's best to customize your subscription customer retention strategies to one of the following two approaches:

Retaining Exceptional Employees: 4 Ways to Reward Contact Center Employees

Retaining Exceptional Employees: 4 Ways to Reward Contact Center Employees

Contact centers have one of the highest turnover rates of any industry, with an average organization needing to replace 1/4 of their front-line staff each year. Continuously replacing team members takes a toll on any organizations, both financially and culturally. And while many believe that simply increasing the hourly wage is the answer to this problem, it’s been proven that the most successful employee retention strategies revolve around recognition, rewards, and overall company culture.

3 Reasons to Add Live Chat to Your Conversational Marketing Strategy

3 Reasons to Add Live Chat to Your Conversational Marketing Strategy

In today’s social media and texting culture, the connection between customer and business is changing. The way people want to discuss their problems, and how fast they want them solved, also plays a role in the channel they use to contact support.

And based on the stats of only 6% of millennials wanting to call a company for customer service, we know it’s time to evolve. Therefore, we want to discuss several reasons to add live chat to your conversational marketing strategy to help you find methods to grow your business.

Strategic Planning for Telemarketing Companies

Strategic Planning for Telemarketing Companies

Incept’s CEO, Sam Falletta, was recently featured on The Market That Moves America podcast where he talked about Incept’s path from rapid expansion to focused growth. With nearly two out of five middle market businesses lacking a clearly defined strategy to guide business decisions, this podcast is worth a listen for any business interested in learning from one company’s journey towards strategic growth.

Incept: From Rapid Expansion to Focused Growth

Incept: From Rapid Expansion to Focused Growth

Incept was recently spotlighted by The National Center For The Middle Market in their Strategic Planning for Growth research analysis. Through their research, the NCMM uncovered three critical components of strategy—definition, development process, and execution—that work together to enable companies to achieve their growth goals. Below is a short video summarizing the key findings of the analysis followed by an excerpt from the report: Incept’s journey from rapid expansion to focused growth.

Case Study: Providing Exceptional Telemarketing Service To The Subscription Industry

Case Study: Providing Exceptional Telemarketing Service To The Subscription Industry

One of our closest and longest-standing partnerships is with a leading provider of Internet-based postage subscription service. This subscription enables small businesses, enterprises and online retailers to print U.S. Postal Service-approved postage with just a computer, printer and Internet connection, right from their home or office. They count on us to deliver a seamless customer experience, through new customer welcome calls, customer service, technical support, retention, and lapsed customer reactivation.

A B2B Telemarketing Company That Puts Relationships With Your Customers First

A B2B Telemarketing Company That Puts Relationships With Your Customers First

Incept is a contact center partner that supports co-sourced customer service conversations for some of the country’s most recognizable brands, including Microsoft, Serta, AARP and the American Red Cross. Some of these conversations have helped companies save millions of dollars through the retention and acquisition of customers, while others have literally saved lives. More than 20 million conversations on behalf of our clients have led to industry-leading results, but it’s our attention to individual conversations and the lasting relationships they form between our clients and their customers that has etched out our competitive advantage in the marketplace.

Incept believes that the most important part of our lives are the deep relationships we build with other people, and that the building blocks of great relationships are the individual conversations we have each day.  Incept exists to help our clients conduct meaningful conversations, and therefore develop deep relationships with the people most important to them every day. 

#RelationshipsMatter | Employee Spotlight: Billie Johnson

#RelationshipsMatter | Employee Spotlight: Billie Johnson

Incept is a place where relationships matter. We're a creative, diverse, and engaging community uniting more than 200 team members with Fortune 500 companies, blood centers, and B2B sales teams across the United States and we want to share some of the stories from the people that make this team great every day.

Today we bring you Billie Johnson, Incept's Vice President of Client Results.

2018 Will Be The Year of 2-Way Text In Customer Engagement

2018 Will Be The Year of 2-Way Text In Customer Engagement

The customer engagement and telemarketing industries have experienced a lot of change over the last 12 months. The political atmosphere of the FTC, call blocking and spam alerts from the most widely used carriers, and the demand for omni-channel care from customers - it's been a turbulent year with many highs and lows for us all. But we made it.

It's time now to look forward to a new year and what better way to kick off 2018 than to make a few predictions about what the year will have in store for us.  We got our Incept Results team together to talk about our thoughts for the year to come and realized that there was one overwhelming theme to our predictions:

Incept Gives Purpose: A Closer Look At Incept Gives

Incept Gives Purpose: A Closer Look At Incept Gives

The mission of Incept Gives Purpose is to contribute to the innovation and new job growth in our community by helping individuals become the best possible version of themselves. Entrepreneurs help build communities in ways such as providing jobs, conducting business locally, creating and participating in entrepreneurial networks, investing in community projects, and giving to local charities.