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.
Incept is a place where relationships matter. We're a creative, diverse, and engaging community uniting more than 200 team members with Fortune 500 companies, blood centers, and B2B sales teams across the United States and we want to share some of the stories from the people that make this team great every day.
Today we bring you Dave Walter, Incept's Vice President of Operations.
One of our closest and longest-standing partnerships is with a leading provider of Internet-based postage subscription service. This subscription enables small businesses, enterprises and online retailers to print U.S. Postal Service-approved postage with just a computer, printer and Internet connection, right from their home or office. They count on us to deliver a seamless customer experience, through new customer welcome calls, customer service, technical support, retention, and lapsed customer reactivation.
Incept is a contact center partner that supports co-sourced customer service conversations for some of the country’s most recognizable brands, including Microsoft, Serta, AARP and the American Red Cross. Some of these conversations have helped companies save millions of dollars through the retention and acquisition of customers, while others have literally saved lives. More than 20 million conversations on behalf of our clients have led to industry-leading results, but it’s our attention to individual conversations and the lasting relationships they form between our clients and their customers that has etched out our competitive advantage in the marketplace.
Incept believes that the most important part of our lives are the deep relationships we build with other people, and that the building blocks of great relationships are the individual conversations we have each day. Incept exists to help our clients conduct meaningful conversations, and therefore develop deep relationships with the people most important to them every day.
Incept is a place where relationships matter. We're a creative, diverse, and engaging community uniting more than 200 team members with Fortune 500 companies, blood centers, and B2B sales teams across the United States and we want to share some of the stories from the people that make this team great every day.
Today we bring you Billie Johnson, Incept's Vice President of Client Results.
We're often asked who our favorite players in the telemarketing industry are. While there are many great contact center partners all around the United States, we do have a few favorites.
Keep reading to see the four best telemarketing companies to work with this year and one indispensable wild card organization you need to know about if you're engaging customers through any channel.
The customer engagement and telemarketing industries have experienced a lot of change over the last 12 months. The political atmosphere of the FTC, call blocking and spam alerts from the most widely used carriers, and the demand for omni-channel care from customers - it's been a turbulent year with many highs and lows for us all. But we made it.
It's time now to look forward to a new year and what better way to kick off 2018 than to make a few predictions about what the year will have in store for us. We got our Incept Results team together to talk about our thoughts for the year to come and realized that there was one overwhelming theme to our predictions:
The mission of Incept Gives Purpose is to contribute to the innovation and new job growth in our community by helping individuals become the best possible version of themselves. Entrepreneurs help build communities in ways such as providing jobs, conducting business locally, creating and participating in entrepreneurial networks, investing in community projects, and giving to local charities.
Throughout the last several years, Incept's CEO, Sam Falletta, has written numerous articles for Smart Business Magazine. He's shared his insight from leading a company through rapid growth, best practices for retaining clients and growing profits, and the topic he's most passionate about - engaging employees in our changing world.
The mission of Incept Gives Hope is to help meet the needs of the communities we serve by supporting nonprofit organizations that improve overall quality of life. We also proudly sponsor events that enhance the vitality of our neighborhoods, celebrate our community’s success, and support local charities.
The mission of Incept Gives Help is to help our own employees so that they can be a better version of themselves.
There are times that means sponsoring our staff so that they can make an impact by supporting a charity’s walk, 5k, gaming event, and even lemonade stand. Other times, that could mean providing relief to an employee who is experiencing a devastating life event such as unexpected medical issues, a fire in their home, or even the loss of an immediate family member. Our goal is to make sure our team knows that we are here to support them when they need us.
At Incept, helping others is more than what we do... it's a big part of who we are.
Each year, Incept strives to make a difference in the lives of others. We commit up to 10% of our yearly earnings to local, national and multinational charitable organizations that provide goods and services to people in need around the globe. These donations of time and money are evaluated and distributed by a committee called Incept Gives, a small group of Incept employees that are passionate about making a difference in the world
The PACE Washington Summit is coming up on September 17-19, 2017. It's the only conference that brings together policymakers, experts, and colleagues in the contact center and customer engagement industry to talk about the latest issues and is surely a conference not to miss!
There are a huge number of cool applications, bells/whistles, cloud-based tools, etc. that could be a part of a successful outsourcing program. This particular post will focus on 5 of the most critical and impactful tools that could come into play in your outsourced program. A couple of these tools may have more, or less, relevance in the case of an inbound customer service program versus an outbound lead gen program. However, in general, they will be good starting points to discuss your potential partner’s technical capabilities and toolset.
At Incept, our mission is to help our employees become the best possible version of themselves. Customer support can be a very challenging job, so it's important to keep everyone motivated to give their best at all times and continue working towards being a better version of themselves.
Here are 8 of our favorite quotes to motivate our team:
With close ties to Incept's mission - helping you become the best possible version of yourself - this year's TEDx event will be focused on big ideas around the theme 'One Day.' From the opiate epidemic to refugee resettlement. From rape kit testing to #HighPotentialHomeless. From Captain Ahab to the ArtSpark. The 2017 TEDxAkron speakers will share big ideas about how one day can change everything.
