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.
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.
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 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.
We just touched down in Las Vegas for the world's biggest stage for consumer technologies! CES is celebrating it's 50th anniversary this year so we couldn't miss it.
Earlier this year, Incept’s CEO, Sam Falletta, was awarded the Frank L. Simonetti Distinguished Business Alumni Award by The University of Akron College of Business Administration (CBA) Alumni Association. Sam was selected because of his high achievement of excellence and dedication to serving his community for many years.
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.
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.
