CONTACT CENTER CONSULTING & SOLUTIONS

Our contact center consultants work with you to improve your contact center operations.

Insite provides contact center consulting services that focus on your people and processes. Our dedicated contact center consultants bring years of call center experience and extensive volumes of metrics and benchmark data, making them ideal for your contact center or back-office goals. Simply put, Insite helps you win. Since 2007, our contact and call center consulting services have worked to:

  • Enhance Customer Experience and Customer Loyalty

  • Optimize Workforce Management, Contact Center Technology, and Automation

  • Improve Customer Experience through Journey Mapping & Benchmarking

  • Customized Corporate Call Center Training Courses for All Audiences

  • Fine-Tune Customer Interaction and Increase Service Levels

  • Increase Profitability through Call Center Performance Management

Fill out the form to request information on any of these options.

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knowledge management for call center

Contact Center Assessments

Harness the power of our Contact Center Assessments and Implementation expertise. Our call center consultants employ a dynamic approach, blending on-site, in-person methodologies with virtual discovery techniques and years of industry insight. We meticulously gather data about your contact center operation, providing a comprehensive overview of your current state and identifying prime opportunities for improvement.

call center training

Call Center Training Solutions

Elevate your team with tailored Call Center Training Courses at Insite. Our expert trainers personalize the learning experience, utilizing proven tools, benchmarks, and industry best practices. Whether honing the skills of your call center agents or empowering your trainers, Insite offers a strategic roadmap to unlock the full potential of your workforce. Explore our entire call center training course catalog

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Operations as a Service

Whether you’re considering call center outsourcing or vendor selection, a merger or acquisition, or process improvement, our call center consultants work by your side to fulfill your contact center initiatives. Let Insite transform your call center operation into best-in-class.

Employee Retention and Engagement

Staff Augmentation

Insite provides staffing for every department and position within your contact center. Our experts will drive success in any area you choose and give you the skills, processes, and platforms needed to thrive in the future.

HELPING CLIENTS OF ALL SIZES AND INDUSTRIES

Our Experts Deliver Significant Savings Opportunities

21-percent

Increase in Customer Satisfaction Scores

Decrease in Calls Through Promo Code Error Resolution

71%

Decrease in Cart Abandonment

3-million-dollars

Annual Savings from CSAT Best Practices

$450,000

Saved With Repeat Caller Initiative

40%

Improvement of Self Service Experience

HELPING CLIENTS OF ALL SIZES AND INDUSTRIES

Our Experts Deliver Significant Savings Opportunities

21-percent

Increase in Customer Satisfaction Scores

3-million-dollars

Annual Savings from CSAT Best Practices

Decrease in Calls Through Promo Code Error Resolution

71%

Decrease in Cart Abandonment

$450,000

Saved With Repeat Caller Initiative

40%

Improvement of Self Service Experience

Trusted by the World’s Leading Companies

Spirit Airlines
Greenway Health
Mercedes-Benz
Delta Faucet
Shipt

Solutions Tailored to Optimize Your Call Center

call center agent

Call Center Training Solutions

Expertly curated call center training courses proven to ensure successful and sustainable translation of skills from the classroom to real-life practice. Organizations leverage our fully customizable contact center training courses to establish a baseline of operational excellence and achieve unprecedented employee performance across a spectrum of roles, from contact center agent to C-suite executive leaders.

call center training

Workforce Management Consulting

Workforce strategy and management have always been at the forefront of Insite’s WFM Consulting Services. Our call center workforce programs significantly improve productivity, efficiency, and cost-savings while delivering an exceptional customer experience. We offer workforce management services and consulting expertise to support call center WFM forecasting, scheduling, capacity planning, and intra-day management to meet your unique WFM operational needs.

customer experience journey mapping

Customer Journey Mapping

Uncover opportunities within your contact center process with this one-of-a-kind visual tool that merges customer experience journey mapping and employee experience into one view while calling out optimization opportunities.

call center quality monitoring and reporting

Call Center Performance Management

Insite embeds your team and works alongside you to discover the root causes of your successes and challenges. We recommend and help you implement process improvements that elevate your call center to a world-class level.

Employee Retention and Engagement

Vendor Selection & Management

We perform due diligence on BPOs to provide informed decisions on call center vendor selection and vendor management. We also help with contracts and ongoing monitoring to ensure the company you hire provides the level of service you expect.

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Knowledge Management

Effortlessly manage the entire lifecycle of knowledge with our intuitive and advanced UI. Improve your First Call Resolution, Average Handling Time. Decrease transfers and time spent on hold. Watch your customer satisfaction rocket.

What our clients are saying

Insite has provided our organization with a fresh set of eyes. Their expertise from various industries has allowed us to make better decisions as we steer our company into the future.

MERCEDES-BENZ USA, LLC

I enjoy my partnership with Insite because they take the time to learn and understand my business, which makes their recommendations and overall products very effective.

BLUE CROSS BLUE SHIELD OF TENNESSEE

We partnered with Insite to create a vendor strategy, build long and short-term forecast models, migrate to a CCaaS vendor, and reclaim ownership of our customer data. Our team is excited about the data they now have access to.

DELTA FAUCET COMPANY

REALIZE THE INSITE DIFFERENCE

Elevate Your Contact Center’s Performance with Insite’s Proven Strategies and Solutions.