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.
The cost of call center services can vary significantly based on several factors. Here are key considerations that influence the average pricing:
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.
Contact center agents face numerous challenges in their roles, each requiring tailored solutions to enhance their performance and well-being.
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.
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.
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.
In the ever-evolving landscape of customer service, businesses are continuously exploring innovative ways to strike a balance between customer satisfaction and cost-effectiveness. One strategy that has proven to be a game-changer is call deflection. This approach not only keeps customers happy by providing swift solutions but also contributes to keeping operational costs in check. Let's explore the reasons why call deflection is a powerful tool for businesses aiming to excel in both these critical areas.
In the quest for operational excellence, businesses are increasingly turning to outsourcing for customer support, with the Midwestern United States emerging as a prime destination. This region offers a unique blend of advantages, combining a skilled talent pool, cultural alignment, cost-effectiveness, and strategic location.
Have you ever wondered what truly motivates your employees? Simply asking them, "What motivates you?" might not yield insightful answers for most. Understanding their motivation can be a confusing or perplexing task, especially for those in leadership roles. It's a question that has lingered for ages, at least in our combined leadership experience here at Incept.
For years, we have heard about the importance of live chat and how it can increase customer satisfaction while reducing the cost of service. Yet, many of us have not witnessed consumer adoption meeting the contact center industry’s expectations. What is causing this gap, and what can you do about it? Here are ten reasons why adoption may be lacking and what you can do to address it:
The end of the year is always a time for us to reflect on the milestones and accomplishments that we experienced throughout the year. It is with immense gratitude that we share the exciting news of the prestigious awards Incept has received in 2023. These accolades not only recognize our commitment to excellence but also emphasize the invaluable contributions of our dedicated team and the incredible partnerships with our clients.
Nurturing leads is an important part of the sales process. But it can also be challenging. Fail to maintain enough contact, and you could lose a potential customer. But if you’re too aggressive about pursuing these leads, you may drive them away.
So, how can you maintain this delicate balancing act, nurture leads effectively, and turn them into customers? Find out now in this blog from Incept as we discuss the basics of cold leads, and discuss six simple and effective steps you can take to turn cold leads into paying, loyal customers.
The term “emotional intelligence” or EI for short, was first defined in the 1990s. Since then, it has become a popular buzzword in the world of business and customer service. But what is it, and does it really matter? In this blog from Incept, we’ll get into the specifics, and discuss what you should know about emotional intelligence and why it matters for your customer service team.
99.9% of people read online reviews when shopping or looking at businesses. Whether you’re operating an online business or a local brick-and-mortar business, looking at online reviews and responding to them can help your business grow. How? In this blog from Incept, we’ll be taking a look at just a few of the benefits your business can enjoy if you respond to online reviews.
Hiring the right customer service agents helps you get new customers, maintain loyal customers, and grow your business. But what should you look for when you’re hiring a new customer service agent? At Incept, we’re experts in outsourced customer service. So here are a few insights that we’ve found over the years as we’ve grown our team of expert customer support representatives.
Wondering what 2023 has in store for the world of customer service? At Incept, we don’t have a crystal ball, so we can’t predict the future. But we do see a few different things that will drive changes and revolutionize the customer service landscape in 2023 and beyond. Want to learn more? Keep reading, and we’ll dive into the details in this blog post.
If you want a leaner business, you may be looking to cut your customer service team down a bit. But this is a delicate balancing act. Having too many customer service reps means you’re wasting money and resources – but if your team is too small, this could result in overburdened reps, high employee turnover, and unhappy customers.
So, how can you maintain quality customer service while keeping costs low? Here are a few suggestions from the team at Incept. Read on, and get all the details.
As 2022 draws to a close, we’re all wondering what 2023 will hold. If you’re planning for the future of your business, it’s a good idea to stay updated about the 2023 customer service trends that may impact you and your company.
In this blog, Incept will take a look at some of the customer service trends that may influence customer satisfaction in 2023 – and beyond. Read on, stay updated, and see how you can set yourself up for success.
As we reflect on the past year, it’s not lost on us the incredible impact our team has made. At Incept, we value helping our employees become the best version of themselves. And we’ve seen that when we focus on our employees, they’re in turn happier and perform in a way that reflects our company core values:
Integrity
Never settle
Compassion
Everyone’s a customer
Present
Tenacious
In November and December, many businesses start to wind down to prepare for the winter holidays and the New Year. But that doesn't mean that you should stop trying to generate leads for your business.
In fact, maintaining lead generation during the winter holidays is a great strategy to help you bring in more business. So, how can you succeed when it comes to lead generation during the holidays? Here are five top tips from Incept that can help you beat the competition and win more business.
