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TRAINING & CERTIFICATIONS

Custom Training for Every Role in Your Organization

Fully customized to your team, your platforms, and your real-world challenges—whether you’re improving customer service, driving sales, or adopting new technology.

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Training That Fits Your Operations

Insite designs call center training programs and certifications around how your team works. Our Human Operations® approach turns training into measurable performance gains, from boosting sales to reducing costs by over $1.6M through tailored learning solutions.

  • Train your way with virtual, in-person, or self-paced options that fit your schedule and budget.
  • Empower every level from frontline agents to directors with training that matches their actual responsibilities.
  • Access 30+ courses tailored to your industry challenges—customer service, sales, technology, adoption, and more.
  • Built for every industry, including banking, retail, healthcare, and contact centers, to boost performance and compliance.

Features

  • Personalized Curriculum
  • Engaging Delivery Methods
  • Expert Instruction
  • Tailored Pricing

Why Our Training Programs Work

Customization That Reflects Your Reality

Every course is built around your actual systems, workflows, and scenarios—whether you’re improving customer service, driving sales, or rolling out new technology. Our tailored programs have helped clients improve forecasting accuracy by 36% and decrease talent acquisition costs by 25%.

Mastery Through Accountability

Built-in checkpoints and evaluations ensure every participant fully absorbs the material—creating lasting skill development instead of short-term recall.

Learning That Sticks

Whether in person or virtual, we use hands-on simulations, role-playing, and real-world scenarios because people learn best by doing, not by listening. This practical approach improves confidence, engagement, and on-the-job performance.

Support Beyond the Session

We provide post-training resources that reinforce learning and help you identify performance gaps before they impact your operations. Every program includes tools for tracking progress and sustaining improvement over time.

Train-the-Trainer for Scalable Growth

Our Train-the-Trainer option enables your facilitators to replicate our proven programs in-house, saving time and money on future training cycles while maintaining quality and consistency.

Training for Every Level: Agents to Directors

Customer Service, Quality & Sales Training

Upskill employees and agents enterprise-wide to optimize the contact center customer journey, deliver the highest caliber of customer service, boost sales, and develop an exceptional quality program to become the benchmark of excellence in your industry.

Coaching & Leadership Development Training

Empower your leaders and trainers with the skills required to coach employees for continuous improvement, develop high performers and industry experts, and drive breakthrough call center performance across your organization.

Operations & Process Optimization Training

Develop the strategic business management programs and processes needed to optimize call center operations for efficiency, engagement, and scalability.

Workforce Management Training

Turn your call center WFM programs and tools into a highly effective and intuitive contact center forecasting, capacity planning, scheduling, and intraday management model that enables productivity, efficiency, and cost savings.

Knowledge Management & Information Technology Training

Design, implement, and optimize your information and knowledge base technologies and processes into key drivers of exceptional customer engagement and employee performance.

Change Management Training

With Insite’s Change Management Training courses, you’ll master the art of planning, communicating, implementing, and scaling change within your contact center environment.

Contact Center Sigma & Human Operations Training

Drive unprecedented efficiency to exceed performance goals with our proprietary Human Operations Contact Center Training (CCHOPS) curriculums. This certification focuses on high-impact strategies for improvement by applying Lean, Six, and Human Sigma principles and other proven methodologies to the unique world of contact centers.

Reporting & Analytics Training

Learn how to capture the correct data, visualize impact, and conduct analyses to identify the root cause of operational challenges. With our Reporting & Analytics Training Programs, you’ll discover how to turn data into actionable solutions for greater contact center performance and revenue and build a roadmap for continuous improvement.

Vendor Management Training

With our Vendor Management Training courses, you’ll discover how to establish and manage efficient call center vendor relationships and contracts that support your organizational initiatives and promote business acceleration.

Insite Customer Success Stories

31%

SALES LIFT IN JUST 30 DAYS

Customized training programs helped agents increase sales performance and deliver measurable revenue growth in under a month.

1 week

FASTER COMPETENCY RAMP

Tailored services and sales training shortened onboarding time, accelerating productivity and improving customer satisfaction.

$2.5m

SAVED BY REDUCING AHT BY 1 MIN

Process-focused training improved efficiency, cut service costs, and enhanced customer experience.

Ready to build training that actually works?

Let’s design a program that improves performance from day one and keeps your team ahead of the curve.

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