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

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?

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March Madness: How To Use Basketball To Drive Call Center Effectiveness

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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?