Contact Center

11 Customer Service Skills Every Inbound Call Center Agent Needs to Have

11 Customer Service Skills Every Inbound Call Center Agent Needs to Have

When your customers have been the foundation of your business’ growth, it’s understandable (and even expected!) that there’s a high importance on those relationships. As an expert in conversational marketing, we know what it takes to form and maintain the relationship with your customers.

Whether you have an in-house contact center or you have an outsourced partner, these customer service skills need to be top of mind for all of your call center agents.

The Top Secret Recipe to Increase Employee Engagement in a Contact Center (Only 5 ingredients!)

The Top Secret Recipe to Increase Employee Engagement in a Contact Center (Only 5 ingredients!)

Everyone’s family has a secret recipe for Thanksgiving that’s been passed down over the years. The pie, the stuffing and even the cranberry sauce all have a personal touch that has been tested and perfected lovingly over time.

Many times creating exceptional employee engagement can seem just like that Thanksgiving pumpkin pie – a mysterious recipe that seems just out of grasp, so secret you can’t wait for the day when someone will tell you how to make it perfect. You might test a few techniques here or there, but when the result isn’t perfect, it’s often times blamed on not having that top-secret recipe.

3 Important KPIs for Inbound Telemarketing Services

3 Important KPIs for Inbound Telemarketing Services

Whether you have an in-house call center, or you have an outsourced telemarketing partner, it is so important to know how to measure performance and success. Answering a call is great, but if the customer isn’t satisfied, what’s the point?

As an experienced telemarketing company, we know how important it is to not only track the following important key performance indicators, but continually work to improve your inbound telemarketing stats. Below are three important KPIs for inbound telemarketing services are essential to not only retain happy customers, but also to help your business continue to grow!

5 Ways to Reduce Call Hold Time in a Call Center

5 Ways to Reduce Call Hold Time in a Call Center

Understanding how to reduce hold time in a call center to increase agent productivity and customer satisfaction is something we excel at and want to help your business with too. There are so many benefits to working to assist customers as soon as possible—customer experience being at the top of the list!

In this blog post, we go over the top 5 ways to reduce call hold time for your call center.

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:

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.

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.