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stats

Companies Blinded by the Stats

Growth hacking is a term that started in Silicon Valley and spread like wildfire through the rest of the business world. As with all new terms, however, both the definition and practice of growth hacking has changed drastically. Some companies are so engrossed with the numbers that they blinded by the stats. When you are shopping for vendor companies make sure you understand what the numbers mean. Evolution Of  A Term There are some businesses that believe growth hacking means that a company is using lean strategies to improve the growth of their business while lowering costs. This is only part of the concept. It was originally coined to explain how startups used online marketing strategies to help grow their […]

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trust

Building A Culture Of Trust In An Inbound Call Center

Do your call agents trust you? Chances are they don’t. Workers instinctively mistrust managers until they prove otherwise. It may not be fair. It may not be right. But it’s a fact of life. This is bad news for you and for your company. Unless you gain your people’s trust, their performance will suffer. Instead, they’ll react to your directives with distraction, fear, and paralysis. But you’ll never know it. Often, workers hide their mistrust inside “business” behaviors. They’ll sandbag on quotas, hedge stretch goals, and avoid accountability and commitment. Building A Culture Of Trust In Your Company These behaviors hurt corporate performance. What’s worse, they hurt customer service and customer satisfaction and retention. So you need to build trust […]

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5 Secrets To Providing Awesome Customer Experiences

Do you provide awesome customer experiences to your customers? A recent survey shows that 33% of consumers think that today’s businesses pay less attention to providing good service than in the past. What’s more, only 7% say that the customer service they’ve received typically exceeds their expectation. These numbers aren’t just disappointing they’re disheartening—especially if you manage an inbound call center. Call centers are the frontlines of customer service. They often determine consumers’ impressions of your customer service. This in turn affects customer satisfaction and customer loyalty. But the numbers above represent something else. They represent a golden opportunity to increase competitiveness, and boost sales and profits. All you have to do is provide customer service that exceeds expectations. Two […]

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product launch

Why Consider Call Center for Product Launch

When your company is preparing for a product launch many different teams have to coordinate to make the process smooth. That includes your call center. With all of the other items on your to do list and a small staff, call center outsourcing may be the best decision to support your product launch. Product Launch Needs Sufficient Staffing When your company launches a new product, your call center will see an increase in call volume. Your current staff may not be able to handle this increase, which can mean long hold times, lost calls and irate customers. This problem may be exacerbated if employees call in sick or take days off during this time. A call center company has staff […]

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