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.
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.
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.
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.
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.
While the majority of businesses worked to pivot to remote work, we wonder how this change has impacted remote call center agents over the past few years. Continue reading to learn about the five ways that remote agents have impacted customer experience, and how to uphold the importance of the customer in your organization.
Remember the first time you used Priceline or Hotwire? If you are like me, you were not willing to lower your expectation of quality but did have flexibility on your timing.
Sites like these unlock benefits for both the hotels and the traveler. High-end hotels have expiring inventory that will generate $0 if the room goes unrented, and travelers that have flexibility in their timing are able to stay at high-quality venues for a fraction of the regular list price.
We see similar things happen in service industries now, especially when labor is the limiting factor.
Good news!
For CX service buyers with flexibility, there is a way to still get 5-star customer experience, but at 2-star prices.
Relationships matter.
Creating exceptional relationships with customers is critical.
The building blocks of those relationships are conversations. The quality of every relationship is largely determined by adding the strength or weakness of every individual conversation together. The people who have consistently listened intently to you, offered advice when appropriate, and had your best interests in mind have probably become your closest friends and advisors.
While many businesses are increasingly driving self-service models, there remains an ever-present need for a high performing contact center. Where organizations miss the mark is attempting to replace the conversation with robust scripts, scenarios, interactive voice response (IVR), etc. They overlook the reason the customer called in the first place--for individual customer service.
