There are two scenarios when evaluating the savings of co-sourcing work you are currently doing internally:
- It will save you money
- It will cost you more money
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.
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.
We just touched down in Las Vegas for the world's biggest stage for consumer technologies! CES is celebrating it's 50th anniversary this year so we couldn't miss it.
Earlier this year, Incept’s CEO, Sam Falletta, was awarded the Frank L. Simonetti Distinguished Business Alumni Award by The University of Akron College of Business Administration (CBA) Alumni Association. Sam was selected because of his high achievement of excellence and dedication to serving his community for many years.
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.
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.