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Insite Mastery Certification Program

Certify your team leaders to solve problems faster and

achieve better outcomes in a small, collaborative environment.

What is your W@H readiness?

Complete the Self-Assessment to

understand your capabilities.

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7 Small Jewels of 2019

by Consulting Magazine

Insite has been named as one of the

7 small jewels

We help accelerate getting
you to where you want to be

Define a new strategy, improve customer interactions,
increase sales, engage employees, and reduce inefficiencies

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Are you achieving
your NPS goals?

Combine analytics and human operations
practices to deliver breakthrough results

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Call Center / Contact Center Experts2019-11-12T11:10:47-05:00

What is Human Operations?

Human Operations is an approach that brings together analytics to drive consistent outcomes while appreciating the people. This appreciation for people includes personality styles, backgrounds, and point in life that ultimately feeds into their decisions and motivation. In nearly all business operations, there are interactions and processes completed by people. In many cases this is an hourly workforce in which they have the cognitive ability to make decisions.

These business operations may include call centers, contact centers, and/or back office departments. The interactions may include calls, chats, emails, text, social, claim, mail, fax, etc. In some cases these interactions are front ended with technology whereby people complete steps once the technology or customer choose to exit. The processes include those which manage the human environment such as recruiting, training, scheduling, coaching, performance management, etc.

We are “The Human Operations Experts®

 

QA-CSAT

Closing the Gap on Quality & CSAT Extraordinary customer satisfaction ratings have never been more expected. As customers ask for a greater level of service from all businesses, the importance of your Quality Monitoring (QM) [...]