Making (and keeping) B2B appointments isn’t easy. Wondering how to maximize your conversion rate? Here are a few strategies that help you gather more leads, build your sales funnel, and expand your business.
What are the ROI Benefits of Outsourcing B2B Lead Generation?
Did you know that 85% of B2B marketers say lead generation is their most important content marketing goal? Lead generation is a vital component of marketing strategy, but it can be tricky to manage. There are plenty of advantages and disadvantages to outsourcing B2B lead generation, but if you’re a business owner or marketer, you first need to hone in on your company’s capabilities and determine gaps in your marketing strategy to see if outsourcing B2B lead generation is the right fit for you.
What Makes Incept a Top Choice for CX Outsourcing?
So, you’re considering outsourcing some of your customer experience? Great! You’ve come to the right place to learn more about what makes Incept a top choice for your CX outsourcing partner.
Incept is a 100% domestic, Northeast Ohio based call center that has been in business for over 28 years. Our entire staff is domestic and primarily in Ohio (although we have the capability to hire in other states if needed to scale). We have a hybrid work environment and have been able to maintain and improve our company culture with our hybrid work environment. As evidence of our company culture we have been recognized by the Cleveland Plain Dealer as a Top Workplace 10 out of the last 11 years.
5 Ways Remote Agents Have Impacted CX
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.
5 Strategies for Top Call Center Culture
To have a top work culture in a call center, the focus must be on the call center agents and their needs since the responsibilities of the job can cause such high turnover. Did you know that the overall turnover averages for the call center industry as a whole range between 30–45 percent, with some centers having almost no turnover, and other centers having turnover in the triple digits? To help you navigate this important topic, we’d like to share five strategies to achieve a top call center culture and what your call center can do to help create a successful work environment.
Why It’s Important to Offer 24/7 Customer Support
Walt Disney once said: “Do what you do so well that they will want to see it again and bring their friends”. This brings us to the question - is your customer experience at the same level as Disney’s? Customer loyalty must be earned, and keeping your customers satisfied should be a top priority.
What’s the best way to ensure your customers are satisfied? Be there for them when they need you most! Not every person doing business with you is going to need help solely during business hours, which is why it’s essential to offer 24/7 customer support. If customers don’t have the support they want and need, it can lead to a loss of business, unfulfilled promises, and leaves complaints unresolved. You want to be a brand your customers can trust - by not being there when your customers need you, you’re risking their business and their loyalty.
The Keys to Successful Customer Experience Outsourcing
When done right, outsourcing can create a seamless customer experience and give you scalable staffing—especially during peak hours or busy seasons—limit overhead liabilities, save money, and lessen the frequency of management headaches. How successful CX outsourcing can be is contingent on two primary factors: 1. Finding an experienced partner that can add value beyond merely positive customer outcomes. 2. Having a well-defined and documented CX strategy, processes, messaging, and systems.
How to Get 5-Star Customer Experience at 2-Star Prices
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.
Why it's essential to offer customer support with a HUMAN
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.
2021 Year in Review: A Winning Year For Incept
Here at Incept, our purpose is to help our employees become the best version of themselves. It is because of this commitment to our employees that we have subsequently experienced so much success in the past several years, especially in 2021. Incept has added over 300 jobs to the local economy in the last 5 years while almost doubling revenue.
It’s our intense focus on this purpose that has landed us at the top of multiple awards lists, commemorating our culture, employee engagement, and company growth.
Please, join us in celebration of a fantastic year while we recount the incredible recognition of a passionate, hard working team!
5 Key Benefits to Outsourcing Customer Support
We’ve talked before about how having only an internal customer support team could actually be costing you money, but did you know that there are more benefits of outsourcing customer support?
When it comes to customer experience, customer support plays a critical role. Whether your company is rapidly growing, and you can’t staff quickly enough, need to staff live agents during peak times of day or year, or you want to offer support at times that your employees don’t work, outsourced CX can really prove to be beneficial. And, if you’re not prioritizing customer experience, you’re essentially leaving money on the table.
Note that there is a difference between customer experience and customer support, which is important for you to understand. Luckily we have an in-depth blog post outlining how CX and customer support are different to help you!
CX Statistics You Need To Know For 2022
Customer experience has been the main topic of conversation for industry leaders within the last year. So what exactly is it? Customer experience is the sum of all the interactions that a customer has with an organization over the life of the relationship with that company or brand.
Top KPIs to Track for Your Digital B2B Marketing
When it comes to running your own digital B2B marketing campaign, there are a few KPIs you should really dig deep into to ensure your campaign is running at the optimal level. In the end, we all have one goal - get conversions and gain new clients! You’re spending money to get the placement, therefore you want to make sure it’s working, right?
Below we’re going to run through a few of the data points your company should focus on to ensure your campaign has a chance at success!
How To Humanize CX Strategies In An Increasingly Virtual Workplace
It’s true. Even though things seem to have somewhat normalized, companies are still continuing the virtual workplace. But, when it comes to customers, how do we continue to give them that ‘wow’ factor throughout the customer experience journey from behind a computer screen or phone? Well, we have four points that can help your company to humanize CX strategies in the virtual workplace.
6 Steps to a Successful Online Event
Online events have grown quite popular starting with the COVID-19 pandemic and we don’t think this is changing anytime soon. We’ve experienced a few tactics that make marketing for these online events more successful and we believe they can help your event become successful too!
Below you’ll find information on steps that we determined are essential based on event marketing both internally and with clients.
Best social media platforms for B2B lead generation
Social media has come a long way in terms of how people are using it. While people are still using it in a social way, there’s an increasing number of those that regularly use it for business purposes. And good news! This means you can make use out of social media platforms for B2B lead generation.
The next question I’m sure you’re asking is: “okay, so which social media platforms should I use for lead gen for my company?” That’s a completely fair and logical question because with so many different platform options, it can get confusing to figure out the best one for your target client.
In this blog post we’re going to dive into the different social media platforms and how they can help your B2B lead generation goals.
6 B2B Prospecting Tools You Need to Grow A Business
Every business wants to grow, but do they know how to best do it?
Because we help generate warm sales leads for growing businesses, we want to share the B2B prospecting tools that we’ve found work best for our clients.
We know that you want to spend most of your time closing the deal, but did you know that prospecting for your B2B business is as (if not more) important as sales calls and meetings? If we look at the sales funnel, you’ll naturally need more prospects at the top due to most falling off after continued qualifying.
Therefore, in order to keep the top of your sales funnel filled with activity, you’ll want to use one (or several!) of these B2B prospecting tools to grow your business.
5 Ways to Show Empathy in a Remote CX World
What is empathy?
Before we dive into using empathy in a remote CX world, let’s first discuss what it is. In short, empathy is the ability to understand the feelings of another person with or without having experienced the same situation themselves.
When it comes to customer experience, being an empathetic customer service representative means actively listening to understand the customer’s problems along with the feelings behind their words. Empathy in customer experience doesn’t mean you have to agree with what the customer is saying - it simply means you understand where they are coming from.
How to Determine The Type of CX Support You Need
Customer experience. A term so seemingly simple but when put into practice is quite extensive. When you think about CX, what likely comes to mind is a live phone agent answering a customer service call, however that’s not all that customer experience is. Let’s jump into what customer experience is so you have a better understanding when you decide what type of CX support you need.
Customer Experience Phone Scripting Essentials
Whether you have an internal call center or are working with an outsourced CX partner to manage your customer experience, phone scripts are essential for maintaining consistency. We talk a lot about the importance of digital marketing and its role in the customer’s journey, but one thing is for sure - a phone call and a human conversation is something that won’t (and can’t) go away.