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How to Change the Direction of Your Call Center Team Meetings
In the contact center universe, each of us has been in a team meeting that has encouraged and motivated us. We left it with an exact understanding of where we are, where we as a team are going, how...
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Identifying & Leveraging Your Workplace Strengths
One of my favorite things about working for Incept is the approach we take to strengths-based management. We believe very strongly in identifying the strengths of our employees and, when possible,...
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What Types Of Incentives Boost Employee Engagement Most Significantly?
Based on a 2014 Gallup survey, less than one-third of U.S. workers (31.5%) were engaged in their jobs this past year. Gallup defines engaged employees as those who are “involved in, enthusiastic about...
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Metrics Contact Centers Must Track to Ensure Quality
Incept‘s quality control process (Conversational Quality or CQ) is designed to gauge a Conversational Marketing Expert’s (CME’s) performance in all aspects of their phone call. Quality is graded on...
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What’s So Different About Incept?
At Incept, one of the biggest ways we differentiate ourselves is through a dedication to culture. We strive to create a culture where people are given the opportunity to succeed in a friendly,...
View ArticleIncept Had A Busy (and Exciting) 2014!
2014 has been a wonderful year for Incept! Not only have we experienced more growth than ever before, but we’ve also been recognized for our success by many notable organizations. Take a look at all of...
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What Makes Incept’s Performance Management So Different?
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...
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Where To Start When Problems Arise
“Getting ahead in a difficult profession requires avid faith in yourself. You must be able to sustain yourself against staggering blows. There is no code of conduct to help beginners. That is why some...
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How To Build A Performance Management System That Creates Results
At Incept, we believe effective performance management is the key to creating a team that is constantly learning and improving. Annual reviews that primarily focus on salary adjustments have become the...
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Loss Aversion In Terms Of Absenteeism In The Contact Center Environment
“The fear of loss is greater than the desire for gain.” ~ Zig Zigler In modern psychology, the theory of Loss Aversion states simply that the average person is twice as likely to want to avoid losses...
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