Customer Support

Top 10 Customer Support Best Practices

Top 10 Customer Support Best Practices

We know that when it comes to your business, success comes down to how your customers view their experience with not only the product/service, but also with the customer support team. Because it's much easier to convert a current customer than someone unfamiliar with your brand, the goal of your business should be to ensure customers to come back monthly or yearly. Therefore, ensuring that churn is minimized is essential for business success. 

In the past year, 49% of people have switched from a service provider or business because of poor customer support. Therefore, in order for your customers to remain satisfied and your business to be successful, exceptional customer support is key. 

In marketing and business development, it’s always stated that you need to reach out to leads with the right content at the right time. This is the same when they have already agreed to be a subscribing customer! The best customer support comes down to being available to assist when your customer needs it, how they want to be in contact, and with the personalized help they need.

Outsourced or In-House Call Center? How to Choose The Best

Regardless of your business and its model, in order to grow, an emphasis on your customers needs to be a priority. Top customer engagement ranges from inbound/outbound calling to text and social media messaging--all of which your business needs to have a hand in.

After all...the better you engage with your current clients, the happier they’ll be and the likelihood of them returning (and even referring a friend!) increase immensely.

5 Customer Engagement Trends You Need To Pay Attention To in 2020

5 Customer Engagement Trends You Need To Pay Attention To in 2020

When your B2C company wants to grow, where is the first place you turn?

Your current customers, right?

This answer seems to be an easy one, but when 54% of customers say that companies need to transform how they engage with them, it’s clear that not every company thinks this way.

We always believe that the customer comes first, which is why we’re so excited about customer engagement trends and how your company can make the experience better for them.

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.