Training Institute – Where Call Center Consulting Meets Call Center Training
Contact and Call Center Supervisor and Agent Training
Successful managers in human operating environments understand the need to learn and grow business processes. They have critical business needs and initiatives in process improvements and workforce management. These endeavors intersect across every aspect of their contact center operation. Having the proper tools for new hires, directors, managers, and supervisors is crucial to any operating environment’s success. In addition to your operations, our consulting services and Training Institute offer specifically targeted instruction for your supervisors, managers, and directors and programs specifically designed for your WFM, quality, and training staff. The objective of our training institute is to optimize every staff and team member.
Mastery Certification Program
Insite’s Mastery Certification Program helps you develop your most valuable resource: your people. Across our training courses, we cover the most vital aspects of contact center and back-office operations. And, we supply training, tools, and best practices for leaders in organizations that lack the time or resources to provide them in-house.
Each series in the Mastery program is divided into 8-hours. As you complete each course, you advance through four certification levels: Fundamental, Intermediate, Proficient, and Mastery. As you attain mastery, you will be ready to impact your team in a wide range of areas and provide long-lasting results for your organization.
What You Get
Networking & Community – Each module is attended by no more than 20 individuals across a wide array of company sizes and industries. This diversity provides an incredible opportunity for not only networking with like-minded peers but also sharing best practices beyond the walls of our training.
Templates & Tools – We firmly believe that knowledge is only as good as your ability to use it. Therefore, we provide tools and templates in nearly every module to help you apply your new wisdom directly within your contact center.
Best Practices – Insite has been improving the contact center space since 2007. During this time, we’ve collected and tested hundreds of best practices with countless clients. Each module will equip you with those same best practices. Combined with our proven tools, techniques, and networking, you’ll be ready to take your contact center to the next level.
Insite offers certification courses in Sigma at the Yellow and Green Belt levels. These courses are fully customizable training sessions that introduce more efficient problem-solving techniques and teamwork methodologies. In addition, conducting call center training programs allows Insite to identify opportunities for your company and give you the tools needed to tackle them. Insite can customize your training needs in real-time to reflect a familiar workspace for participating team members.
Supervisor & Call Center Manager Training
Successful managers in human operating environments understand the need to learn and grow. Having the proper tools for directors, managers, and supervisors is crucial to the success of any operating environment. We also offer programs specifically designed for your WFM, quality, and training staff. Our decade of experience has geared our training programs to teach participants practical hands-on skills and job-specific knowledge.
Plus, we speak your language. All our programs use contact center and back-office terminology, data, and processes. After training and agent performance assessment, your team can immediately implement the most valuable tools and deliver breakthrough performance improvements in human operations environments. Want training and know-how that provides instant results? Get Insite. Get Better.
Insite’s MegaMap® Certification training will teach and certify your organization to define the scope and understand metric relationships. You will learn how to observe and digitize the process, analyze the process, and use the data to determine impacts. You will also be able to understand better variation within metrics and how to identify opportunities throughout the MegaMap® process.
Performance Management: Analytics for Operations
At Insite, we do what we do to analyze call center performance metrics and establish benchmark data that drive operational improvement. Our team of consultants and data scientists map your processes and drill down into the numbers to identify where challenges exist and opportunities arise to improve customer satisfaction, employee engagement, and profitability. Then, we share it with you in ways that are easy to grasp and act on. Contact center consulting and call center consulting services will help you examine your KPIs, find your actual root causes, initiate data-driven process enhancement, and improve customer expectations and employee experience. So, get Insite and see what we can do for you.