With an influx of new operational obstacles arising daily, it is a monumental challenge to meet the ever-increasing customer demand for excellence. The ability to deliver on the expectation of best-in-class service performance is constantly threatened by skyrocketing operational costs, global disruption of critical marketplace resources, and limitless remote opportunities driving fierce competition for top talent. Insite’s Blueprint Experience provides expert guidance to contact center leaders through the inevitable challenges of budget planning or business transformation.
EXCEED YOUR BUDGETING & BUSINESS GOALS
With Our Proprietary Seven-Step Process
Work with our industry-leading experts to cultivate a clear roadmap to success that delivers a fully customized executive summary presentation, companion business plan, and lasting tools to continue driving your operation forward.
Baseline
We collect historical data from your dashboards and performance reports, gain an understanding of supporting processes, and inventory the technologies in place to create your operational baseline. We overlay this baseline on top of our benchmarks for what’s commonplace vs. best practice to create a Capability Model. This tool gauges the maturity level and current-state growth capabilities of each functional area to pinpoint areas of opportunity. Each functional area is evaluated and scored on a scale from Basic to Distinctive. This visual allows you to identify precisely what is needed to achieve the next level within the area of opportunity.
Leverage the Data
Next, we leverage your data to support and substantiate the observations. The data is benchmarked against high-performing contact centers. Then we map a clear path to your success. By applying your data to our comprehensive understanding of your current capabilities, we provide concrete proof of causation of your current state, pinpoint moments where efficiencies are disrupted or absent, and produce tangible data-backed improvements.
Utilize the Experts
We provide thought leadership in a think tank environment by combining our balanced approach with our leaders’ knowledge and expertise. Insite has been doing this since 2007, our experts have extensive cross-industry knowledge rooted in contact center operations. We don’t just build one call center each year, we build and help hundreds.
Executive Presentation
We then take our comprehensively informed understanding of your current state and goals to create an executive presentation to position you with facts. This content is tailored to your unique organization and utilizes company-specific details, such as background information that has informed the steps within the path forward. You will receive a draft of your roadmap to success 24 hours after our on-site engagement.
Roadmap
Your customized path forward puts clear solutions to your business transformation and budget planning in your hand. The path to achieving your goals is delivered in the executive presentation and roadmap content. The roadmap outlines the processes to achieve each of your priorities and ranks each priority by required effort for implementation and impact of benefits.
Get Buy-In
Now you have the resources you need to successfully navigate your business and budget planning sessions. Once you get buy-in, we regroup to define the tools you need to stay on track.
Tools to Help You Stay on Track
- New dashboards that align with your metrics
- Utilization of our implementation team
- Insite’s change management process
