WORKFORCE MANAGEMENT SOLUTIONS

Our Workforce Management Consultants Work With You to Improve Operations and Workforce Planning

Workforce strategy and human capital management have always been at the forefront of Insite’s Workforce Consulting Services. Insite brings years of experience in helping clients manage the planning and execution of staffing needs by balancing costs while delivering an exceptional customer experience. We offer workforce analytics, and proprietary and client-customized tools, along with performance management methodologies to meet your unique operational needs and manage day-to-day WFM system processes.

We offer a wide variety of strategic workforce solutions for the challenges that your workforce management initiatives face. Following a current state evaluation to determine your unique environmental and operational needs, we can:

Provide best-practice recommendations for improvement
Implement WFM training to upskill staff from senior leadership to agent level
Staff augmentation to directly apply industry expert leadership and practices to your sites
Build and transfer comprehensive systems for optimization
Manage WFM vendor sourcing, selection, and onboarding
Take ownership of your entire workforce management system

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EXCEL IN THE CRITICAL FUNCTIONS OF WORKFORCE DEVELOPMENT AND MANAGEMENT

Our Approach Focuses on Guiding the Processes and Technologies of your Operation to Excel in WFM

LONG-TERM FORECASTING

SHORT-TERM FORECASTING

CAPACITY PLANNING & SCHEDULING

INTRA-DAY MANAGEMENT

SAMPLE OF OUR CLIENTS

YOUR BUSINESS CHALLENGES

Our WFM Services provides operational leadership with guidance, support, and execution in solutioning a variety of challenges and pain points, such as:

Rising Operational Costs

Unmet Services Levels

Inaccurate Forecasting

Customer Satisfaction & Employee Experience

call center quality monitoring and reporting

Reporting Inefficiencies & Unidentified Metrics

Inefficient Multi-Channel Management

Alignment of Initiatives and Efficient Practice

Employee Lifecycle and Retention & Employee Engagement

Remote Workforce Management

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Proprietary Tools to Save You Time and Money

Increase in Forecasting Accuracy

Our proprietary staffing calculation tool produces forecasting twice as accurate as traditional Erlang calculation models.

Annual Savings with Capacity Planning

A first-engagement client implemented our improved staffing model to reduce excess shrinkage and occupancy while meeting customer demand and increasing CSAT.

Return on Investment

Accuracy of our advanced forecasting model created unprecedented savings for our client, producing a significant ROI within 12 months of execution.

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?

The Company

Insite began in 2007. That’s 15+ years of leadership in the customer service and contact center space, with a proven track record in enabling CX transformations, strong financials, and a commitment to R&D investment and innovation. Our history speaks for itself.

The People

Our consultants all have extensive call center backgrounds. But what really sets them apart is that they care and want you to win. They pride themselves on accuracy and work hard for quality. They are there when you need them because they understand your situation and want to help.

The Guarantee

Insite guarantees a 3x return on your investment with us. That’s how confident we are in our data-driven improvements for your contact center. We don’t guess. And neither should you. Makes it a no-brainer, right?

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