Technology has overwhelmingly eliminated almost 80 percent of inbound issues to the call center, but has radically amplified the level of frustrated first contact calls. Find how real people impact CX and NPS.
The Most Underreported CX Trends and Why You Need to Pay Attention to Them
Everyone is talking about AI and Robotic Automation. Are they trends or fads? Here are three CX fad-busting, long-term influencers on your bottom line you didn’t see coming.
B2B companies stated in a recent survey that customer experience (or CX) is the single most exciting business opportunity for 2020[1]. If CX is to play a pivotal role in your 2020 plans, then we’ve gathered some surprising, underreported CX trends for 2020 you’ll want to employ to help you thrive this year.
Top 5 Ways to Improve Customer Experience
In the age where companies compete heavily for customers based on customer experience alone, it shouldn’t be surprising that we keep talking about ways to improve customer experience. Customers are getting increasingly more likely to switch brands even after just one poor experience with the brand.
Because of this, your company needs to be on the same CX page no matter the department. Regardless if they call customer support or message via Facebook Messenger, they should be treated the same and receive the same outcome.
Whether you have a customer experience strategy that you would like to improve, or you are in the planning stages of creating one, here are some of our favorite ways to improve customer experience.
Why fractional outsourcing client acquisition helps business growth
Fractional outsourcing is an on-demand, ad hoc partnership an organization can use for its client acquisition needs. This kind of partnership is ideal for companies that don’t have an internal sales team or need additional support to grow their business.
There are so many organizations struggling to hit their sales goals because their team simply doesn’t have the consistent capacity to prospect and generate leads effectively. In fact, lack of resources, such as staff, funding, and time, remains the biggest obstacle to successful lead generation for 61% of B2B marketers. If that’s a struggle you face, keep reading to learn some of the benefits of fractional outsourcing for client acquisition and how it can help grow your business.
7 Critical Steps to Take When Advertising a Lead Generation Event
We all know that B2B lead generation is not the easiest task. It takes multiple conversations via advertising, email and phone to finally meet with someone face to face.
If you’re looking to have more in-person conversations with sales leads at a quicker pace, throw an event! Lead generation events aren’t only a great way to prove that you’re an industry leader, but it also gives you the opportunity to develop relationships with key decision makers.
However, planning an event that produces quality results takes a well-thought-out strategy. Below are a few steps to remember when advertising your own lead generation event.
Customer Experience vs Customer Service
The term “customer experience” seems to be thrown around a lot lately, and for good reason! Companies have begun to realize the importance of a customer’s entire experience with them, rather than just when they contact customer service.
Customer experience isn’t something brands should (or can afford to) take lightly. In the past year alone, 49% of people have said that they switched brands due to poor customer experience. 81% of companies also state that they are competing based on CX alone, which means that customer experience is the new brand.
Now more than ever, it’s important for every B2C company to understand that your company’s brand is more than colors and logos. Your brand still encompasses marketing, but customer experience is really the key factor in how potential and current customers feel about your company.
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.
5 Ways for Giving Customer Support a Human Touch
While today’s modern world is centered around technology, our society will always crave human interaction, especially when it comes to customer support.
Quality conversations and interactions never go unnoticed by customers. In fact, 86% of buyers are willing to pay more for a great customer experience.
And what’s correlated to exceptional CX? Adding a human touch to every conversation.
Whether your customer support team is in-house or you’re a company that provides outsourced customer experience solutions, take note of how your team can give a human touch to a customer’s experience through the tips below.
What Is The Difference Between Inbound and Outbound Call Centers?
While everyone knows that call centers deal with calls, not everyone is aware of what all a call center is capable of. Incept has over 25 years of experience in the call center industry, and is here to quickly answer the common question of, “what’s the difference between an inbound and outbound call center?”
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
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.
5 Significant Ways to Reduce Churn Through Customer Relationships Within Your Contact Center
Churn is the most important word to your subscription business. A Gartner Group reports that 80 percent of your future revenue will come from 20 percent of your current customers. By investing directly in those relationships, you can ensure you are maximizing the lifetime value of each customer. A study conducted by Bain & Co. cited that increasing customer retention rates by 5 percent increases profits by 25 to 95 percent.
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.
Reduce Employee Turnover In Your Contact Center in Just 15 Minutes Per Day
Your workforce is the single largest line item expense on your balance sheet, and yet far too often this number is exasperated even more by unnecessary turnover. It is estimated that replacing an employee costs about 20% of their salary, although some estimate even more. Multiply this by the number of employees that leave your company every year and you’ve got a serious problem.
Why Employee Engagement is Important
Employee engagement is a workplace approach that focuses on a company’s environment, values, goals and the overall well-being of employees.
From a psychological standpoint, it’s all about creating positive attitudes and behaviors that lead to improved work productivity. It’s also instilling your company’s values and goals into every action and decision that the company makes.
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!
A Top Workplace In Ohio
Incept’s most significant competitive advantage for many customers is a pay-for-performance pricing model in which Incept is only compensated for delivering the desired results for their client, be it a donor, sale, or retained customer. Simply put, Incept doesn’t succeed unless our clients succeed.
To accept this level of risk, we have to consistently recruit, train, and retain our employees better than our competitors. Our long-term success has been the result of a very intentional focus on developing a culture that rewards innovative ideas and fearless front-line leadership. This culture has led to numerous Top Workplace Awards, including being the highest rated company from Stark County for several years by Workplace Dynamics and the Plain Dealer as well as the Smart Culture Award by Smart Business in the last 2 years.
11 Customer Service Quotes To Inspire Your Team
Customer service is the act of supporting your customers in a way that ensures their satisfaction with your product or service. While this is traditionally done over the phone, customers are seeking service though many other channels too, including email, web, text message, and social media .
At Incept, we believe that every customer interaction is an opportunity to grow or weaken a relationship and customer expectations are higher than ever. To keep the importance of this top of mind and to inspire our team to be the best possible version of themselves, we put together a list of a favorite customer service quotes to inspire both your team and yours!
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:
3 Strategies To Increase Retention of Subscription Box Customers
Customer churn is the single most important factor in predicting a subscription box service’s future success, according to David Packman, a well-known industry investor. But alarmingly, McKinsey & Company found that more than one-third of subscription box consumers cancel within three months. S what can be done to increase the retention of subscription box customers?
Well-designed customer retention programs can help to reduce customer churn as well as identify critical service issues that may be creating customer dissatisfaction. In our experience, it's best to customize your subscription customer retention strategies to one of the following two approaches: