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

MQL v. SQL: How Businesses Should Define B2B Leads

MQL v. SQL: How Businesses Should Define B2B Leads

The marketing funnel is a strategic B2B lead generation tool - both for marketing and sales teams to use to classify leads, enhance the nurturing strategy, and more effectively measure conversions. Marketing funnels can be made up of many different stages specific to your individual B2B business but most include some version of the following six sales funnel stages:

  • Prospect

  • Lead

  • Marketing Qualified Lead (MQL)

  • Sales Qualified Lead (SQL)

  • Opportunity

  • Client

The marketing qualified lead and sales qualified lead classifications are the most important designations when it comes to the B2B lead nurturing strategy

Customer Experience Statistics You Need To Know

Customer Experience Statistics You Need To Know

Customer experience expectations aren’t going anywhere. If anything, they only continue to increase as people highly scrutinize where they are spending their money. As an outsourced CX partner, we know the importance of prioritizing customer experience in your business strategy. However, if you need more information to help you and your team prioritize CX, we’ve compiled a variety of customer experience statistics.

3 Essential B2B Cold-Calling Scripts to Improve Your Sales Funnel

3 Essential B2B Cold-Calling Scripts to Improve Your Sales Funnel

In 2021, it makes sense with all the latest technology and communication options that phone calls would become less popular for sales and business growth. However, despite this seemingly popular belief, B2B cold calling is more successful than you think!

While we are talking about the success of using phone for B2B lead gen, we want to note that it’s not the only platform we recommend using to grow your sales funnel. Cold calling works best when combined with other outreach methods, such as email or social media to increase touchpoints and awareness. Multi-channel lead gen has shown great success, such as securing a $2 million deal for a client using phone in the multi-channel approach!

Review: 2020 Customer Experience Predictions

Review: 2020 Customer Experience Predictions

PHEW! What a wild ride 2020 was, right? With all the pivoting we’ve been doing this year, we thought it would be interesting (and potentially funny) to review the CX predictions we made last year for 2020. It’s safe to say that at the end of last year, and even the first couple months of this year, we could not have predicted the roller coaster that 2020 was.

At the end of every year, we always take a look back at what went well and what we can change moving forward to keep improving

10 Reasons Why Only Having an Internal Customer Experience Center May Be Costing You Money

10 Reasons Why Only Having an Internal Customer Experience Center May Be Costing You Money

I get it.

There’s truly nothing more valuable to your business than your customer base. The desire for a business to manage their customer communication within their organization, with their employees, is completely valid.

However, just because customers will be serviced primarily by an internal contact center does not mean they should ONLY be serviced by an internal contact center. When it’s not your core competency, contact centers, by their sheer nature, can lead to inefficiencies.

Top 5 Things To Consider When Outsourcing B2B Lead Generation

Top 5 Things To Consider When Outsourcing B2B Lead Generation

Business growth is at the top of every company’s goal sheet, making top of the funnel sales and marketing activity increasingly more important. While many companies have at least a few people on their internal sales and marketing team, more and more are beginning to outsource lead generation and appointment setting in an effort to quickly scale.

Choosing an outsourced B2B lead generation partner is a big decision. You're handing over the internal control of your brand for top-of-the-funnel prospects and it's important to really make sure your lead generation and appointment setting partner meets all of your most important qualifications.

What's the Difference Between Inbound and Outbound?

What's the Difference Between Inbound and Outbound?

When you think of customer experience, inbound telemarketing services are typically what come to mind. Those services include inbound calling, live chat, email, texting, and any other method you have set up where your customers can easily reach out to you. However, I’m willing to bet that outbound marketing or outbound teleservices don’t cross your mind nearly as much in relation to CX. And if you think customer experience and customer service are the same - think again and read this article that outlines the differences of each.

Because customer experience relates to the entire customer journey, you need to consider how both inbound and outbound marketing play a role in growth and customer retention. Or maybe outbound telemarketing doesn’t cross your mind because you’re not sure what it all entails. In order to ensure you’re educated on both sides of CX, we’re going to discuss the difference between inbound and outbound marketing and telemarketing.

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Taking a Conversational Marketing Approach to Your Contact Center

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Taking a Conversational Marketing Approach to Your Contact Center

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.

Outsourced or In-House Call Center? How to Choose The Best

Outsourced or In-House Call Center? How to Choose The Best

Customer experience has increasingly grown in priority over the last few years, and for good reason. To put numbers to that statement, 73% of customers agree that customer experience helps to drive their buying decision. And, 89% of consumers have moved to a competitor following a poor customer experience with a brand. Regardless of your business and its model, an emphasis on what your customers want needs to be at the forefront of any CX decision if you want to retain customers as well as continue acquiring new customers.

How to Follow Up With Inbound B2B Leads Based on Funnel Stage

How to Follow Up With Inbound B2B Leads Based on Funnel Stage

B2B lead generation - a growth topic that can seem so daunting when you first start to dream up your strategy, but really doesn’t need to be so complicated! As experts in outsourced lead generation, we know that lead follow-up is just as (if not more) important as generating new leads.

Inbound lead follow-up strategies also change depending on the type of lead itself. Oftentimes, pitching a sale to new, cold leads will likely not lead to a sale at all and even turn off your potential client from wanting to hear from you ever again. We discussed how to generate and follow up with inbound leads, but if you still aren’t sure the best ways to follow up based on funnel stage, this blog post will help you work to develop a lead generation and follow-up strategy.

5 Reasons to Add Live Chat to Your Customer Experience Strategy

5 Reasons to Add Live Chat to Your Customer Experience Strategy

In today’s social media and texting culture, the connection between customer and business is changing. The way people want to discuss their problems, and how fast they want them solved, also plays a role in the channel they use to contact support.

And based on the stats of only 6% of millennials wanting to call a company for customer service, we know it’s time to evolve. Therefore, we want to discuss several reasons to add live chat to your conversational marketing strategy to help you find methods to grow your business.

How to Customer Journey Map for High Quality Customer Experience

How to Customer Journey Map for High Quality Customer Experience

With so much chaos going on these days, it’s easy to lose sight of what your customers are truly experiencing with your company. While the end goals are typically to send your customers what they ordered, answering inquiries, etc., the customer’s experience to get there is just as (if not more) important. Companies who take the time to dissect and fix the roadblocks that their customers are experiencing tend to have higher retention rates and overall happier customers.

How to Follow Up With B2B Leads to Increase Sales

How to Follow Up With B2B Leads to Increase Sales

You don’t hear B2B lead generation being lumped under the customer experience umbrella much, but that needs to change! Content that supports inbound lead generation is likely the first experience a person has with your company and brand. Whether that experience is good or bad will determine if they stick around or if they head off in search of another business that offers more value.

Client Success: How a multichannel lead generation partnership led to a five-fold increase in leads and a $2 million contract

Client Success: How a multichannel lead generation partnership led to a five-fold increase in leads and a $2 million contract

Our client, a premier on-site corporate restaurant management and catering company, has clientele across the United States. They work with many of America’s most respected corporations and institutions and were looking to get in front of a higher number of similar, qualified prospects. The company has a long sales cycle (12-24 months) and offers a high quality/high price point service. Like many companies that Incept works with, this client had limited time to prospect and found it difficult to set appointments with their executive-level sales targets.

Client Success: Integrating customer support resources to strengthen customer relationships.

Client Success: Integrating customer support resources to strengthen customer relationships.

The client came to Incept due to their under performing inbound sales team and a high turnover rate. Their high-ticket product is knowledge-intensive and due to the lack of in-house brand support, they needed an outsource CX partner to aid in issue resolution. On top of phone support, the client also required inbound email and website chat support to ensure an omnichannel customer experience.

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Prediction: What Companies Will Emerge On Top After COVID-19?

Prediction: What Companies Will Emerge On Top After COVID-19?

We’ve all heard it, seen it, and definitely felt it: these are unprecedented times. But while the majority of us haven’t experienced anything like COVID-19 in our lifetime, how people handle the current times will certainly shape our future. We’re also predicting that how companies react and treat their customers and employees will have a huge impact on their future success—we’re already seeing the ripple effects of some poor responses.

As huge proponents of trend predictions, it’s only fitting for us to take a look at who’s handling these times well and what companies will emerge on top after COVID-19.

Let’s Start Tearing Down Those Walls: Do Away With Department Silos to Improve Customer Experience

Let’s Start Tearing Down Those Walls: Do Away With Department Silos to Improve Customer Experience

Can’t see beyond your department silo? Check out ways to integrate your customer touchpoints.

It was the best viral marketing campaign in modern history for this airline. The marketing department hyped the airfare sale for days on the internet. Set to launch at midnight on a Friday night, every destination was discounted and consumers impatiently waited to buy their dream vacation. What could possibly go wrong, you say? Well, no one in marketing told the CX team about this campaign.

Rut roh.

Client Success: Expanding lead generation resources to achieve business goals

Client Success: Expanding lead generation resources to achieve business goals

Our client, a company that specializes in a premiere core data processing system, was looking to partner with credit unions to leverage its cutting-edge technology and reach their prospects’ goals. This client wanted to collect data on when their prospects’ core data processing contracts expired as well as share information about their inclusive platform. With a small internal team that had no time to prospect, they found it difficult to sell a high price point product that has a long sales cycle. Their team wears many hats, so they were looking to hand off the detailed work to a lead generation outsourcing partner.

Anticipating the shifting sands of satisfaction: What are the lessons for keeping and winning customers?

Anticipating the shifting sands of satisfaction: What are the lessons for keeping and winning customers?

With only 1 in 5 Millennials describing themselves as loyal to a brand, what does it take to earn loyalty?

In a world of squeezing every cent out of the customer service function with chatbots, self-service kiosks, and app-based, human-less customer service, it is no wonder that some brands are struggling to keep and win customers. True customer loyalty runs hand-in-hand with emotions. With less and less human interactions within customer service, loyalty scores are taking a hit.

Culture eats strategy for breakfast, and then came the double-double

Culture eats strategy for breakfast, and then came the double-double

If culture eats strategy for breakfast, why are some brands ordering up cheeseburgers? What CX teams can learn from a leafing-lettuce culture.

Culture: It is hard to define, but you know it when you feel it. Take the drive through at In-N-Out Burger. Every time your car approaches the order stand and you take a deep breath to order your double double cheeseburger, the cheerful voice from the speaker box makes you feel like you made the smartest decision on the planet with that order. And at that very moment, you feel like you have just made their day with that transaction—and at the same time—they’ve actually made your day a little brighter and you’ll probably be back…Tomorrow.

Would you like to learn more about Incept CX Solutions?