TRAINING
Elevate Contact Center Performance With Contact Center Human Operations Training
This Certification teaches contact center leaders how to uncover inefficiencies, drive improvement, and create lasting change through hands-on, data-driven learning.
Training Designed to Optimize Operations and Drive Results
Unlike traditional certifications, Insite’s Contact Center Human Operations Training is tailored for contact center operations—merging Lean, Six Sigma, and Human Sigma principles into a practical, human-focused framework.
You’ll experience:
- Hands-on learning using your organization’s real data
- Proprietary process control algorithms built for contact center environments
- Immediate takeaways that can be implemented for measurable results
- Instruction from seasoned experts with decades of operational experience
Features
- 3 Day In-Person Training
- Industry-Validated Curriculum
- Real Data Application
- Certification & Materials Included
Start Your Certification Journey
Fill out the form to connect with our team and see if you qualify for a complimentary certification opportunity.
WHAT YOU'LL GAIN
Walk away with the skills and confidence to transform your operation. Graduates can:
- Rapidly improve efficiency and team performance
- Eliminate waste and errors to reduce costs
- Use data-backed insights to identify and solve root causes
- Enhance customer satisfaction through quality and consistency
- Map and optimize processes to increase profitability
- Position their contact center as a performance leader in their industry
Curriculum Highlights
- Planning for Change
- Basic Statistics
- Defining Metrics, Targets, and Relationships
- Visualizing Data with Run Charts
- Using Histograms to Categorize Performers
- Personality Styles
- Using DMAIC Methodology for Performance Improvement
- High Performance Culture
- Effective Coaching
- Utilizing Quality
- Work at Home Practices and Challenges
Testimonial
What Past Attendees Say
“It made it a very collaborative environment to share best practices and challenges experienced in both office
and work-from-home settings. There is a wealth of knowledge from leaders who have had extensive project
management experience that I look forward to being able to communicate with to improve our own processes.”
“I was able to soak in a new perspective on subjects, including the DMAIC process management model, change
management, team member coaching, and reporting. Chris did a fantastic job linking everything together and
providing an understanding that created value for my business. He also led other leaders and myself in discussions
that examined how we currently manage to improve processes and better support our people.”
"I truly appreciated the variety of leader roles and work environment backgrounds brought to this course—and I absolutely loved the in-person networking! It was such a great opportunity to connect and share experiences."
“The instructors clearly know the material and come to the class with an enormous amount of knowledge and
expertise. From the course itself, I found the most value in how to tell a better story to executives and ensure they
have the most pertinent facts and the instructor-led group discussions were invaluable as well. Looking forward to
using everything I gained!”
“The content and breadth of applicable topics taught in the training will pay for itself many times over in efficiency
savings alone. My management team now know how to execute using data in the correct way.”
