Operations
For over 17 years, Insite has delivered 3X ROI through expert call center consulting. Discover the story behind how it all began. https://www.youtube.com/watch?v=a3beolG4Hs0&t=1s In this
August 19, 2025
For over 17 years, Insite has delivered 3X ROI through expert call center consulting. Discover the story behind how it all began. https://www.youtube.com/watch?v=a3beolG4Hs0&t=1s In this
Updated: July 2026 At a Glance Contact center leaders are bombarded with new software promising transformation, but most tools add noise instead of results. The
Updated: July 2026 At a Glance Great customer experience in a contact center is built on agent behavior, not technology. The six strategies below cover
Updated: July 2026 At a Glance Traditional hiring methods, those that prioritize speed and seat-filling over fit and longevity, produce predictable outcomes: high turnover, wasted
Updated: June 2026 At a Glance A technology assessment for call center optimization is a structured evaluation of your entire technology infrastructure: the hardware, software,
Updated: June 2026 At a Glance Customer journey mapping is a structured assessment that gives contact center leaders a complete, data-grounded view of how customers
Updated: June 2026 At a Glance Call center scheduling sits at the intersection of workforce efficiency, employee experience, and customer satisfaction, which makes it one
Updated: June 2026 At a Glance Contact center AI tools are widely available, aggressively marketed, and increasingly difficult to evaluate. The leaders who get measurable
Updated: June 2026 At a Glance The 65+ population in the U.S. is projected to reach 78 million by 2035, surpassing the under-18 population for
Updated: May 2026 At a Glance Empathy is the ability to understand and respond to customers’ emotions, perspectives, and needs in a way that
Updated: June 2026 At a Glance Training gaps do not always announce themselves with a single failure. More often, they show up gradually as metric
Updated: May 2026 At a Glance Choosing the wrong knowledge management platform does not just waste budget. It actively makes agents’ jobs harder. Research