NowInsites

Our unique practice that provides end-to-end data, analytics, training, and technology services to contact centers and back office operations. Want to improve outcomes through data-driven decisions? NowInsites™ does exactly that. We focus on helping our clients utilize data to identify opportunities to improve their customer facing operations. And, NowInsites™ takes it one step further by making sure that we not only identify these opportunities, but also use these insights to plan, design, and execute initiatives that drive desired results.  

The Innovation Incubator™ places a portion of NowInsite™’s contact center agents into a controlled environment and nurtures the team towards performance improvements that ultimately benefit the company’s entire contact ecosystem.

 The Innovation Incubator™ fosters measurable contact center improvement through data gathering, benchmarking, data analysis, process optimization, testing, training, and technology.

Running the same ratios and structure as the outsource vendor, NowInsites™ bolts on an in-house team of leadership, consultants, analysts, and technologists to achieve these results. Data, benchmarks, and best practices are shared during monthly workshops.

The value of the data collected through your customer interactions across multiple channels is one of the best places to dig deeper to validate or identify gaps in your brand delivery and business strategy. At Insite, we can report this data to you as an outsourcer.  Our business and customer analytics services help you answer questions that you’ve always had, and the ones you haven’t asked yet, about customer satisfaction, net promoter score, variation in process, and more.

MiniMap® isolates a particular contact type and then combines processes, data analytics, and performance results to identify opportunities that improve process and customer experience. We begin by remotely observing 200 customer contacts, create a process map, and identify the variations.  Next, we review everything for potential improvements and analyze the data to predict potential savings. Finally, it’s all represented visually as MiniMap® and printed out for you to see.

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Innovation Incubator

The Innovation Incubator™ fosters measurable contact center improvement through data gathering, benchmarking, data analysis, process optimization, training, and technology. Running the same ratios and structure as the existing operations, Insite bolts on an in-house team of leadership, consultants, analysts, and technologists to achieve these results. Data, benchmarks, and best practices are shared during monthly workshops, with most clients seeing operational improvement within 3 months. The Innovation Incubator also accelerates the perfection of trials, tests, and new ideas in a controlled environment, with clients prioritizing key target areas. It provides faster identification of root cause and solutioning while offering ongoing intelligence about customer experience. “Good practices” from peer organizations mature into best practices for the client company. Benchmarks are identified to help compare current and future vendors.

Innovation Incubator Process

Phases

Launch

Onboarding

Baselining Performance

Stabilizing the program

Ramp

Prioritize the business needs

Identifying & Fostering innovation

Improve

Continuous Innovation

Monitor & Test

Innovate

Deploy & Scale

Areas of Impact

AHT

Average Order Value

Sales Conversion Rate

Case Management

First Call Resolution

Tools Optimization

Support Processes (QA, Training, Recruiting)

What Problems Can it Solve?

  • Need the ability to see if your operation can do better using benchmarking?

  • No easy way to test new ideas to see if they work?

  • Trusting your technology vendors on ROI without knowing if you will get the same results?

  • Difficulty in identifying ways to continuously innovate and raise the bar around customer experience?

  • Limited data to make data-driven decisions?

  • Taking a long time to analyze root cause of performance and quality challenges?

  • No easy way to establish best practices around call handling?

  • Needing ongoing access to an external sounding board with cross-industry experience?

Download our Innovation Incubator Booklet

Data reporting as a service

The value of the data collected through your customer interactions across multiple channels is one of the best places to dig deeper to validate or identify gaps in your brand delivery and business strategy. At Insite, we can report this data to you as an outsourcer.  Our business and customer analytics services help you answer questions that you’ve always had, and the ones you haven’t asked yet, about customer satisfaction, net promoter score, variation in process, and more.

MiniMap

MiniMap® isolates a particular contact type and then combines processes, data analytics, and performance results to identify opportunities that improve process and customer experience. We begin by remotely observing 200 customer contacts, create a process map, and identify the variations.  Next, we review everything for potential improvements and analyze the data to predict potential savings. Finally, it’s all represented visually as MiniMap® and printed out for you to see.