ccSigma Implementation 2018-05-10T12:09:01+00:00

Implementation Workshops Overview

Insite’s Implementation Workshops are paired with our training services to extend the knowledge from the classroom into real life scenarios.  For your agents to be productive and provide outstanding service, they must be able to balance call duration, resolving the customers’ needs on the first call, and ending the call with a satisfied customer. 

Knowledge is KEY! Insite measures key factors to determine how well your center is doing. Insite will customize analytics to your specific needs. With our 5-step process, we are able to improve performance on virtually any contact center metric or any metric of concern to your organization.

Outcomes

  • 5-Step Process
  • 16 meetings (1 meeting per week)
  • Learn Best Practices

Sample Results

For a confidential insurance company client, one of their departments had a significant gap and variation between forecast and the actual number of people scheduled.  In order for our client to achieve consistent service levels and to maximize productivity, Insite assisted that department to increase their net agent utilization by 2.5% by improving the accuracy of staffing data.  At the conclusion of the implementation workshops, our client was able identify the most significant opportunities for improvement through data analytics and to analyze the time-saving opportunities and estimating ROI before undertaking a new initiative, saving them $450,109.