ANALYTICS TRAINING FOR CONTACT CENTERS & BACK-OFFICE OPERATIONS

Advance the skills of operational leadership, management, and support to become an industry-leading operation.

Best-in-Class Operations Start With Quality Training

Driven by passion and innovation, we applied our expertise to classic Sigma methodology to develop ccSigma™, our proprietary curriculum designed for application to the unique operations of the back-office and contact center environments. Advance the skills of operational leadership, management, and support to:

  • Identify, Analyze, and Prioritize Improvement Opportunities

  • Efficiently Plan and Implement High-Impact Solutions

  • Execute Process Optimizations to Support Scalability

  • Reduce Operating Costs While Improving Customer Experience

  • Analyze and Quantify the Business Results

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What Sets ccSigma™ Apart From Other Lean Six Sigma Trainings?

Certify your employees in our proprietary ccSigma™ training and discover how to use your data to reduce operational costs and improve efficiencies, productivity, quality, customer service, regulatory compliance, and more.

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Focus on the Contact Center Industry and Back-Office Operations

Unlike other Sigma curriculums that are industry generic or based on manufacturing practices, ccSigma™ was specifically designed for application to the heart of the back-office and contact center worlds: Human Operations. Our focused approach delivers rapid results by applying relevant statistics, methodologies, and tools to improve performance.

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Application to Individual Job Executions

Our trainers associate the “how” and “when” to apply each statistical tool to an individual’s specific job function by marrying customer-specific content with back-office and contact center activities and metrics.

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Custom Curriculum

We tailor our curriculum to the unique characteristics of your organization by incorporating your actual performance data in the content and exercises, facilitating immediate application to current initiatives.

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Application Practice Sessions

We re-engineered traditional Sigma training to include real-life application practice, and measurement of comprehension and retention to guarantee significant improvement results for contact center and back-office metrics.

What You Will Learn With ccSigma™ Training

  • Identify and implement high-impact solutions

  • Master analytical tools, such as Pareto and Run charts

  • Uncover and solution root causes

  • Define, prioritize, and organize metrics, how they interrelate and how to set appropriate targets

  • Use a 5-step methodology to rapidly improve performance

  • Calculate ROI and measure and report results of improvements

  • Tell a “story” with data

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What Sets ccSigma™ Apart From Other Lean Six Sigma Trainings?

check mark

Focus on the Contact Center Industry and Back-Office Operations

Unlike other Sigma curriculums that are industry generic or based on manufacturing practices, ccSigma™ was specifically designed for application to the heart of the back-office and contact center worlds: Human Operations. Our focused approach delivers rapid results by applying relevant statistics, methodologies, and tools to improve performance.

check mark

Application to Individual Job Executions

Our trainers associate the “how” and “when” to apply each statistical tool to an individual’s specific job function by marrying customer-specific content with back-office and contact center activities and metrics.

check mark

Custom Curriculum

We tailor our curriculum to the unique characteristics of your organization by incorporating your actual performance data in the content and exercises, facilitating immediate application to current initiatives.

check mark

Application Practice Sessions

We re-engineered traditional Sigma training to include real-life application practice, and measurement of comprehension and retention to guarantee significant improvement results for contact center and back-office metrics.

contact-center-agent

What You Will Learn With ccSigma™ Training

  • Identify and implement high-impact solutions

  • Master analytical tools, such as Pareto and Run charts

  • Uncover and solution root causes

  • Define, prioritize, and organize metrics, how they interrelate and how to set appropriate targets

  • Use a 5-step methodology to rapidly improve performance

  • Calculate ROI and measure and report results of improvements

  • Tell a “story” with data

TRANSFORM OPERATIONAL CHALLENGES INTO DISTINGUISHERS

Become the Benchmark of Your Industry

Exceed your metric goals by driving performance improvement across all departments and lines of business.

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Remain Competitive

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Drive Innovation

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Exceed Expectations of Voices

Increase Scalability

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Drive Consistency

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Reduce Costs

Improve Quality

alignment of business initiatives

Optimize Processes

What Recent Participants Are Saying

I was skeptical about attending this class – I could not have been more mistaken. From well-developed materials to exceptional teaching, this training seminar put words, terms, and best practices to the process I had tried to use every day. I recommend this to any contact center employees looking to open their understanding of their performance. Go – you won’t regret it.

Jonathan B., FTD

Insite has a product offering for Contact Centers that I have not seen offered by any other company. Their training provided me with a greater understanding of how to analyze my call center data so that I can identify and pinpoint areas of performance that are impacting Customer Satisfaction, Service, and Cost. This was like a statistics course tailored for Contact Center data and Contact Center Managers and Executives. I wish that I had learned this information a long time ago.

Candace K., TEXAS WORKFORCE

Using real-world examples allowed me to understand the content better when reflecting on my role as a supervisor and how I can apply these tools to interpret and tell a story about my teams/ departments performance.

Michelle G., APOLLO EDUCATION GROUP

The knowledge Insite had of our business was impressive. The pace of the engagement was good. The entire Insite team was very resourceful and open to questions. The various expertise within the Insite team is very appreciated.

Wanda T., BCBSNC

An amazing course that will have an impact on the bottom line immediately. The content is delivered in a way that is easy to understand and applicable to the contact center environment. It has been years since I have taken the course, and I utilize the analytical skills and knowledge from this course on an almost daily basis.

Roman T., ELAVON

I recommend this program for those with managerial responsibility for a contact center and those being developed for that purpose. The class is unique in its approach as it introduces a new tool while using familiar data from the contact center. The class models an adult learning style, encouraging healthy discussion to extend the learning based on experience. Our managers returned and immediately applied their learnings.

Rosemary M., MERIAL

The combination of the knowledge of the trainer with the examples and materials in the class gave me a better understanding of the concept and how to implement it in my day-to-day tasks.

Wandeline P.

ANALYTICS TRAINING TAILORED TO YOUR CONTACT CENTER & BACK-OFFICE OPERATIONS

Distinguish Yourself and Enhance Your Company’s Bottom-Line with our Sigma Certification

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