Incept Corp
How to Successfully Present the Case for ...

Struggling to keep your head above water when it comes to customer support? Outsourcing some, most, or all of your company’s customer support may be the right option. But if you don’t have sole decision-making power at your company, you may need to present the case for outsourcing to your CEO or other C-suite executives. 

How can you push past common objections, show the benefits of working with a partner, and convince your executive team that outsourced customer support is a good idea? We listed five ways below.

How to Successfully Present the Case for Outsourcing Customer Support to Your CEO
Incept Corp
Systems change in the workforce – Insights from ...

At the The City Club of Cleveland on October 13, 2023, our CEO, Sam Falletta, delivered a compelling speech on the evolving landscape of the workforce. His insights into the systemic changes reshaping our industries captivated the audience, leaving a lasting impact on everyone present. Here, we summarize the key points from his speech, highlighting how these transformations are influencing businesses and employees alike.

Systems change in the workforce – Insights from Sam Falletta at The City Club of Cleveland
Incept Corp
Navigating Customer Experience Outsourcing: 5 ...

Outsourcing customer experience (CX) is a pivotal decision for any organization. Your chosen partner will become the face of your brand, so it’s critical to ensure they align with your company’s values and goals. At Incept Results, we understand the significance of this decision and want to guide you through the process with five essential questions to ask a potential CX partner.

Navigating Customer Experience Outsourcing: 5 Key Questions to Choose the Best Partner
Incept Corp
Domestic Vs. International Call Center Partners ...

Providing a great customer experience should always be your top priority. And if your business is starting to outgrow your in-house customer support team, it may be time to work with an outsourced call center partner.

Domestic Vs. International Call Center Partners – What’s The Best Option For Customer Experience?
Incept Corp
5 Questions to Ask A Customer Service Partner ...

Outsourcing customer experience (CX) is more than just a cost-saving measure; it’s an opportunity to enhance service quality and achieve significant business results. Selecting the right partner requires careful consideration. Here are five essential questions to ask to ensure your partner can deliver the outcomes you need.

5 Questions to Ask A Customer Service Partner Before Outsourcing Customer Experience

How to Successfully Present the Case for Outsourcing Customer Support to Your CEO

How to Successfully Present the Case for Outsourcing Customer Support to Your CEO

Struggling to keep your head above water when it comes to customer support? Outsourcing some, most, or all of your company’s customer support may be the right option. But if you don’t have sole decision-making power at your company, you may need to present the case for outsourcing to your CEO or other C-suite executives. 

How can you push past common objections, show the benefits of working with a partner, and convince your executive team that outsourced customer support is a good idea? We listed five ways below.

Systems change in the workforce – Insights from Sam Falletta at The City Club of Cleveland

Systems change in the workforce – Insights from Sam Falletta at The City Club of Cleveland

At the The City Club of Cleveland on October 13, 2023, our CEO, Sam Falletta, delivered a compelling speech on the evolving landscape of the workforce. His insights into the systemic changes reshaping our industries captivated the audience, leaving a lasting impact on everyone present. Here, we summarize the key points from his speech, highlighting how these transformations are influencing businesses and employees alike.

Navigating Customer Experience Outsourcing: 5 Key Questions to Choose the Best Partner

Navigating Customer Experience Outsourcing: 5 Key Questions to Choose the Best Partner

Outsourcing customer experience (CX) is a pivotal decision for any organization. Your chosen partner will become the face of your brand, so it’s critical to ensure they align with your company’s values and goals. At Incept Results, we understand the significance of this decision and want to guide you through the process with five essential questions to ask a potential CX partner.

Emotional Intelligence In Customer Experience – The Key To Building Trust And Loyalty

Emotional Intelligence In Customer Experience – The Key To Building Trust And Loyalty

Since the concept was first defined, it has become a bit of a buzzword in the world of business – but it’s more than just a trendy term. In fact, we’d say that EI is one of the most important parts of offering a great customer experience (CX). Why is emotional intelligence so important for a great customer experience? We will discuss further throughout this blog!

Balancing Act: Managing Holiday Hours Effectively

Balancing Act: Managing Holiday Hours Effectively

At Incept, we value the hard work and dedication of our employees and understand the importance of taking time to relax and rejuvenate. To support this, we observe seven corporate holidays and offer one year-end floating holiday. Each year, our employees are notified at the beginning of the calendar year about the specific dates these holidays will be observed. The traditional holidays we observe include:

Understanding How AI Affects The Customer Experience – Today And Tomorrow

Understanding How AI Affects The Customer Experience – Today And Tomorrow

The generative AI revolution is upon us. In the past couple of years, Large Language Models (LLMs) like ChatGPT have totally changed how many of us think about artificial intelligence. And one of the hottest markets for AI has been customer service. A 2020 study by McKinsey estimated that AI could deliver up to $1 trillion of yearly value each year, and customer service represents a large portion of this value.

So in this blog, we’re going to be taking a look at the ways that AI is currently transforming the customer experience (CX) – and how it may continue to do so in the future.

5 Keys to Creating an Attractive Company Culture for Gen Z Customer Experience Agents

5 Keys to Creating an Attractive Company Culture for Gen Z Customer Experience Agents

In today's fast-paced business environment, attracting and engaging dedicated employees is critical for companies striving for success. As time progresses, we will continue to see more Gen Z job seekers, those born between mid-1990s and early 2010s, and embrace the perspectives, skills, and expectations they offer. Throughout this blog we will cover five strategies for creating an appealing company culture specifically designed to attract, motivate, and engage Gen Z customer experience agents.

How long is the phone even going to be a thing within customer experience?

How long is the phone even going to be a thing within customer experience?

You’ve seen the news articles. Lots of big companies are “hiding” their phone numbers and making it harder to get in touch via phone – and some companies like Frontier Airlines, Shopify, and Squarespace have completely eliminated phone-based customer support. But what’s responsible for this change? And when – if ever – will phones be completely eliminated from the customer experience?

In this blog, we’ll take a look at some statistics and consumer preferences – and explain why we think that the phone will stick around for quite a while, even if it’s in a more limited capacity.

Mastering Call Deflection: Strategies to Enhance Efficiency in Your Contact Center

Mastering Call Deflection: Strategies to Enhance Efficiency in Your Contact Center

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.

The 24/7 Dilemma: Pros and Cons of Operating a Call Center Around the Clock

The 24/7 Dilemma: Pros and Cons of Operating a Call Center Around the Clock

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 Importance of Focusing on Call Deflection Strategies

The Importance of Focusing on Call Deflection Strategies

In the ever-evolving landscape of customer service, businesses are continuously exploring innovative ways to strike a balance between customer satisfaction and cost-effectiveness. One strategy that has proven to be a game-changer is call deflection. This approach not only keeps customers happy by providing swift solutions but also contributes to keeping operational costs in check. Let's explore the reasons why call deflection is a powerful tool for businesses aiming to excel in both these critical areas.

Motivating Your Employees: Building Effective Relationships for Success

Motivating Your Employees: Building Effective Relationships for Success

Have you ever wondered what truly motivates your employees? Simply asking them, "What motivates you?" might not yield insightful answers for most. Understanding their motivation can be a confusing or perplexing task, especially for those in leadership roles. It's a question that has lingered for ages, at least in our combined leadership experience here at Incept.  

Helping Customers Help Themselves: Increasing Use of Live Chat

Helping Customers Help Themselves: Increasing Use of Live Chat

For years, we have heard about the importance of live chat and how it can increase customer satisfaction while reducing the cost of service. Yet, many of us have not witnessed consumer adoption meeting the contact center industry’s expectations. What is causing this gap, and what can you do about it? Here are ten reasons why adoption may be lacking and what you can do to address it:

Would you like to learn more about Incept CX Solutions?