CONTACT CENTER SOLUTIONS

Our Contact Center Consultants Work With You to Improve Operations

Insite provides contact center consulting services that focus on your people and processes. Our dedicated 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 center consulting practice has worked to:

  • Enhance Customer Experience

  • Optimize Workforce Management

  • Improve Customer Experience through Journey Mapping & Benchmarking

  • Fine-Tune Customer Care

  • Increase Profitability

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

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knowledge management for call center

Assessment & Implementation

Deploying an onsite, in-person approach combined with virtual discovery methods, our consultants gather the facts about your operation to give a clear picture of your current state and areas of improvement opportunities.

call center training

Training Services

Our trainers customize learning to fit your team using proven tools, benchmarks, and best practices. Whether we’re teaching your agents or training your trainers, Insite knows how to bring out the best in your workforce.

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Operations as a Service

Whether you’re considering vendor selection, a merger or acquisition, or process improvement, our call center consultants work by your side. We help you transform your operation to best-in-class.

Employee Retention and Engagement

Staff Augmentation

We provide skilled human resources for every department and position within your contact center. Our people will not only drive success in any area you choose, they also give you the skills, processes, and platforms needed to thrive in the future.

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Trusted by the World’s Leading Companies

Spirit Airlines
Greenway Health
Mercedes-Benz
Delta Faucet
Shipt

Solutions Tailored to Optimize Your Call Center

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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.

call center training

Workforce Management

Whether Insite helps with training and tools, or we provide Workforce as a Service, your contact center is sure to benefit both today and in the future. That’s because the Insite team has been selected from the world’s elite Workforce Management professionals.

Employee Retention and Engagement

Vendor Selection

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

call center quality monitoring and reporting

Business Process Optimization

We embed with your team and work 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.

call center agent

Call Center Training

We provide customized call center training, tools, and best practices for leaders with little time to do so in-house. We teach more efficient problem-solving techniques and teamwork methodologies. We also offer certification courses in Sigma and Data Science for Operations.

customer experience journey mapping

MegaMap® & MiniMap®

Uncover opportunities within your 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.

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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

Why Choose Us?

contact center consulting services

*Insite provides a risk-free approach by guaranteeing either increased revenue and/or reduced operational cost equal to or greater than our fee. If not, you get a full refund. Complete confidence in our proprietary process and data analysis, in combination with our quick hits, long-term initiatives, and rapid results allows us to offer this money-back guarantee. Since our inception in 2007, we have never failed to self-fund all engagements. Certain products and services are excluded. Conditions apply. Contact us for details.

GET INSITE. GET BETTER.

If your contact center operation needs a hand, or if you’re looking to leave it to the experts, we’re here to help.

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