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 Call Center Workforce Management, Contact Center Technology, and Automation

  • Improve Customer Experience through Journey Mapping & Benchmarking

  • Custom Call Center Training Courses for All Corporate 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.

Request Information Today

Are you looking for employment opportunities? Visit our Careers Page.

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 Programs

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.

Trusted by the World’s Leading Companies

Contact Center Consulting Services Tailored to Optimize Your Operations

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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 management and WFM strategy 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

Insite’s contact center consultants 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 Solutions

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.

HELPING CLIENTS OF ALL SIZES AND INDUSTRIES

Our Experts Deliver Significant Savings Opportunities

50-percent

Reduction in Training Time

99%

Service Level

88%

Quality Assurance

40%

Increase in Productivity Rate

113%

Increase in YTD Volume Handled

60%

Improvement in Error Rate

HELPING CLIENTS OF ALL SIZES AND INDUSTRIES

Our Experts Deliver Significant Savings Opportunities

50-percent

Reduction in Training Time

99%

Service Level

88%

Quality Assurance

40%

Increase in Productivity Rate

113%

Increase in YTD Volume Handled

60%

Improvement in Error Rate

EXTENSIVE CROSS-INDUSTRY EXPERIENCE

The Insite family is a network of contact center consultants & experts from diverse backgrounds with expertise across industries, capabilities, organizational structures, and cultures.

We exceed client expectations by applying expert cross-industry knowledge of the science of operations to our versatile, adaptive, and effective solutions.

CONSISTENTLY OUTPERFORMING OUR PEERS

Impacting Businesses Across Industries and Around the Globe

Our highly skilled contact center operations professionals have designed, implemented, and managed optimized business processes, platforms, and people services within the fields of:

  • Automotive

  • Business Services

  • Consumer Packaged Goods

  • Entertainment (Gaming and Media)

  • Insurance (Health, Medicaid/Medicare, Property & Casualty, and Specialty)

  • Government

  • Healthcare (People and Animals)

  • Financial Services

  • Technology Telecommunications

  • Non-Profit

  • Utilities

  • Private Equity

  • Trades

  • Travel & Hospitality

EXTENSIVE CROSS-INDUSTRY EXPERIENCE

The Insite family is a network of contact center consultants & experts from diverse backgrounds with expertise across industries, capabilities, organizational structures, and cultures.

We exceed client expectations by applying expert cross-industry knowledge of the science of operations to our versatile, adaptive, and effective solutions.

Realize the Insite Difference

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*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.

REALIZE THE INSITE DIFFERENCE TODAY

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