Mastery
Certification
Program
Insite Managed Solutions understands these challenges which is
why we created the Mastery Certification Program.
“It touched on so many subjects that were relevant. I also
enjoyed the engagement with other leaders. It was also
refreshing to hear from all different perspectives.”
-Carolina Arredondo, Royal Caribbean
Industry
ChallengesAll corporate industries are a complex assortment of
technology, processes, and human operations.
Current methods of staying educated have brought
their own challenges:
Conferences:• Over-crowded
• Expensive
• Unproductive due to distractions
• Poor return on investment
• Generic content
• Topics rarely aligning with your company initiatives
Other educational programs:• Too many topics in not enough detail
• Individual attention sacrificed to fill large sessions
• No regard to competitors attending same events
Mastery Program
Certification Series
Our Program consists of 11 independent Certification Series from which to choose. Each Certification Series has been
designed to provide you with the latest knowledge and trends, empowering you to become a leader amongst your peers.
Recruiting Operations
Client
Management
Training
Quality Reporting &
Analytics
Operational
Program
Management
Work at
Home
Vendor
Management
Workforce
Management
Knowledge
Management
Program OverviewInsite is excited to share our library of outsourcing
knowledge, benchmarks, tools, and best
practices for leaders in an intimate environment
whereby we equip these individuals to maximize
the performance of your partner ecosystem.
INTIMATE – Seven participants or fewer in each class
means you always get the time and attention you
deserve
LEARN – Interactive environment promotes the ability
to learn from Insite experts and peers in other
industries
ACTIONABLE – Provide you with the toolsand
templates designed for immediate implementation
into your operation
SAFE – Participants include only non-competing
companies and no vendors
RELEVANT – Education on the latest intelligence
and industry benchmarks
PRACTICAL – Content employs real life
scenarios and use cases
We facilitate this program over four separate Solution Workshops that
includes training modules, guided sharing for top of mind topics, and our “hot
off the press” industry intelligence. The Workshops are invite-only and are
conducted quarterly to balance time away from the office, budget, and
intensity. Attendance can be quarterly, every other quarter, annually, or for a
single Workshop.
To ensure an informative and collaborative environment, our content is a
combination of the latest market research to understand recent trends,
facilitating training material, and open guided sharing where participants
share their own best practices, strengths, and challenges.
How it Works Solution Workshops
1st Solution
Workshop
2nd Solution
Workshop3rd Solution
Workshop
4th Solution
Workshop
Participating in your preferred Certification Series means attending up to four in-person
Solution Workshops. Each Solution Workshop occurs on a quarterly basis, allowing time for
reflecting and implementation throughout the year.
20%
Research
40%
Training
40%
Guided
Sharing
Achieve Certification
Full certification is awarded upon the completion of each Certification Series. All Solution
Workshops will be offered over the span of two years and can be completed at the
participant’s chosen pace.
Leader:
Complete at least 1
Solution Workshop
Mastery:
Complete all 4
Solution Workshops
Attend and participate in
the Solution
Workshop
Submit “case study”
demonstrating real-world
useof the content
CertificationPaths CertificationRequirements
What you GetParticipation in the program is not limited to your experiences in the classroom.
You will be provided with a variety of tools and resources which will benefit you
and your company for years to come.
Printed training books of covered topics
Point of View documents
Market and industry research
Real-world templates
Network with peers in similar roles at different companies
Access to Insite Consultant and Leadership teams
Certification plaque
“Best practice knowledge
sharing with industry leaders.”
–Nathan Bobay, Delta Faucet
“Concise documents and
descriptions of bench-marks.”
–Daniel Pullo, Fiat Chrysler
Work at Home
There are multiple reasons why a company may decide to implement a Work at Home environment:
growth, business continuity, employee preference, culture necessity, and more. Whatever the reason,
Insite understands that driving an effective Work at Home culture also comes with a wave of
challenges and obstacles, which is why we’ve created the Work at Home Mastery series. This series
was designed specifically to help companies drive the highest level of productivity and performance for
a Work at Home model.
Topics Dates & Times Location
Workshop 1Wednesday April 15th
2:30pm - 4:30pm EDTVirtual
Workshop 2Wednesday April 22nd
2:30pm - 4:30pm EDTVirtual
Workshop 3Wednesday April 29th
2:30pm - 4:30pm EDTVirtual
Workshop 4Wednesday May 6th
2:30pm - 4:30pm EDTVirtual
Work at Home Transition Fundamentals
Best practice roadmap for Work at Home migration, communication cadence, KPI management,
process assessment, and daily success planning
Technology
Requirements for an effective Work at Home model including the use of remote desktop vs VPN,
communication channels, LMS, and Quality systems
Agent Selection
Best practices for virtually sourcing candidates, conducting remote interviews, delivering
assessments, and validating workspace environments
Agent On-boarding
Effective delivery of virtual training, engaging with attendees remotely, and incorporating various
learning styles into an adult learning environmentWorkshop 5
Wednesday May 13th
2:30pm - 4:30pm EDTVirtual
Driving Performance
Effective methods for supervisors to coach remotely, driving a motivational virtual environment,
webcam etiquette, methods for best-in-class change management
Operations
Unifying a diverse population to become a consistent voice of your organization provides a variety of
performance challenges. Insite’s Operations Certification Series gives you deep, specific, actionable
tactics used in real world environments to drive your companies culture all the way from leadership to
customer. Access to peer best practices and results gives you first-hand insight into how performance
initiatives are successful and why they are essential to your company’s financial health.
Topics 2020-2021 Dates Location
Workshop 1
Workshop 2
Workshop 3
Workshop 4
Operations Role
Purpose and importance of an Operations team,
utilize the right skillsets for the right roles, and
creating a culture to reflect your company’s voice
Key Performance Indicators
Performance metrics from agent to company
level, how metric are impacted by each other
Personnel Development
Building bench strength, official training vs
unofficial, documented development action
planning
Performance Management & Cadence
Escalation process, recognition programs, coaching vs
feedback, WBR/MBR/QBR, automated reporting vs
meetings, day to day logistics
Analytics
Performance trending and segmentation,
reporting avenues, root cause analysis,
understanding variation
Human Operations
Setting expectations from peers, understanding
internal expectations, balancing the human element
with business needs
Technology
Talk telephony flow, distinguish an IVR from
an ACD, create self-service opportunities,
chat and social media routing
Employee Satisfaction
Area of assessment focus, measurements and
questions, follow-up initiatives and communication
February 11th-12th
November 14th-15th 2019
Atlanta, GA
Cape Coral, FL
July 9th-10th
February 13th-14th
Atlanta, GA
Cape Coral, FL
October 8th-9th
April 30th-May 1st
Atlanta, GA
Virtual
January 14th-15th
August 6th-7th
Atlanta, GA
Cape Coral, FL
Workforce Management
Properly recognizing necessary staffing levels for your business requires a unified coalition of analytical
abilities and experience. Miscalculations result in expensive over-staffing or a deprived customer
experience. Insite’s Workforce Management Certification Series simplifies the model to become a game
changing group within your organization, paving the way to achieve staffing level efficiency never before
attained.
Topics Location
Workshop 1 Cape Coral, FL
Workshop 2 Cape Coral, FL
Workshop 3 Cape Coral, FL
Workshop 4 Cape Coral, FL
The Power of WFM
Impacts of implementing a WFM model,
on-going support, WFM waterfall
Long Term Forecasting
Utilizing historical volume, impacts of product
launches and emergent issues
Software Utilization
What to look for in a WFM platform, access
rights, functionality, ability to adapt and predict
Capacity Planning
Arithmetic behind measuring capacity along with
impacted metrics, example capacity models
Scheduling
Use of over/under reports, utilizing different types
of schedules to meet staffing needs to the interval
level
Near Term Forecasting
Finalizing staffing capabilities, confirm
staffing for upcoming days/weeks, partner
commitment
Intraday Management
Power of RTA, multi-skilling strategy, Intraday
and postmortem
WFM Ownership
Pro’s and Con’s for insourcing vs outsourcing, where the
lines are drawn between client and vendor
2020 Dates
February 18th-19th
May 19th-20th
August 18th-19th
November 19th-20th
Quality
Incorrectly measuring success across the different interaction channels causes inconsistency in the
customer experience. Insite’s Quality Certification Series is dedicated to resolving challenges faced with
evaluating the effectiveness of customer support teams. Using the latest industry guidelines and tools,
you can focus on driving the metrics that matter.
Topics Location
Workshop 1 Cape Coral, FL
Workshop 2 Virtual
Workshop 3 Cape Coral, FL
Workshop 4 Cape Coral, FL
Input and Output Expectations
Impacts to missing targets, analytical output
and recommendations, vertical partnerships
Form Creation
Specify areas important to your business
models, correspond with other KPI’s, risk
management
QA Cadence
Approach to how evaluations are
conducted, frequency of completion,
calibration structures
Opportunity Progression
How to handle form changes, partnership
engagement, technological impacts to
changes
Quality Technology
Software pricing benchmarking, storage
logistics (voice vs screen), where recordings
occur in the ACD, call randomization, software
maintenance
Automation and Voice Analysis
Voice analytics with time to proficiency
(Word Error Rate)
Channel Diversity
Different methodologies between voice,
email, chat, SMS text, Social Media
Human Operations
Setting expectations from peers, understanding
internal expectations, balancing the human
element with business needs
2019-2020 Dates
December 17th-18th
March 26th-27th
June 25th-26th
October 1st-2nd
Operational Program Management
Coordinating between multiple teams to achieve company initiatives can cause chaos in the workplace,
resulting in poor performance and teamwork. Insite’s Operational Program Management Certification
Series overcomes these challenges in an interactive, hands on environment where you learn the skills
needed to manage diverse groups of company partners. Access to peer best practices and results gives
you immediate direction on how real-world initiatives can transform a program management role into a
business leading position.
Topics 2020-2021 Dates Location
Workshop 1 April 21st-22nd Virtual
Workshop 2 August 4th-5th Cape Coral, FL
Workshop 3 October 27th-28th Cape Coral, FL
Workshop 4 January 21st-22nd Cape Coral, FL
Middle of the Operational Web
How an OPM coordinates between all teams
both internal and external, successful time
management and organization
Partnership Accountability
Balancing relationships with company and
client goals, developing internal and external
partners, manage being multiple voices
Strategic Planning
Performance glide-pathing, project management,
aligning organization objectives with service
partners, driving a proactive culture,
understanding influencers
Financial Forecasting
Impacts to P&L, negotiation tactics, benefits
of using multiple financial models
Change Management
Planned changes versus unplanned, gaining
commitment for teams to execute, form
tracking and cadence
SOW Drafting and Delivery
Engaging multiple teams are multiple times,
internal and external partnerships, incorporating
future plans
Technology
Project management tools, features to
utilize, do-it-yourself project management
options
Creating a POV
Layout, data collection and analysis, telling a
story instead of bullet points, relevant visuals,
financial and metric impacts
Knowledge Management
Keeping your employees educated on the latest company information can be laborious and disorganized.
Insite’s Knowledge Management Certification Series provides you with real-world tools and processes
designed to galvanize your population to stay informed on the latest policies and procedures in a more
efficient way, driving enhanced results.
Topics 2019 - 2020 Dates Location
Workshop 1 December 12th-13th Cape Coral, FL
Workshop 2 March 12th-13th Cape Coral, FL
Workshop 3 June 4th-5th Cape Coral, FL
Workshop 4 September 3rd-4th Cape Coral, FL
KB Technology
Integrated vs standalone, example tools and cost
comparison, Pro’s/Con’s, Internal and external
use
KPI Impacts
Policy adherence, process adherence, Quality,
customer satisfaction, employee satisfaction
Landing Page and Article Layout
Detailed but easy to read content, updated last
dates, employee policy portal, option to provide
feedback, sending content to customer via
email/text
Dynamic Decisioning
Customer preferences feeding to an
output/purchase, advertising new products and
features
Change Management
Policy changes, change communication to internal
partners (ops, training, quality, leadership), content
assessments, change org structure and flow
Training and Deployment
Onboarding new employees, gamification
for ongoing use (scavenger hunts),
migration from one tool to another
Analytics
Frequency of use, ease of use, life cycle tracking
(article hopping), meta tag effectiveness, search
effectiveness, adoption and usage
Human Operations
Setting expectations from peers, understanding internal
expectations, balancing the human element with
business needs
Reporting & Analytics
Not fully understanding data outputs causes companies to make decisions based on inaccurate guidance.
Insite’s Reporting and Analytics Certification Series gives you exposure to relevant examples and tools
based on actual analytical experiences, empowering you to become a leader in making data driven
decisions for your organization. You will receive tools and processes enabling you to verify data accuracy,
identify forward looking trends, and make decisions to positively impact results.
Topics Location
Workshop 1 Cape Coral, FL
Workshop 2 Cape Coral, FL
Workshop 3 Cape Coral, FL
Workshop 4 Cape Coral, FL
Understanding Data
Tool reporting limitations, partnering with
owners to expand, building own data when
none exists
Outputs and Layouts
Impact of quickly seeing high- and low-level results,
benefits of dashboards, creation cadence with the
audience, historical and current performance
Six Sigma
Overview, understanding the methodology and
practical use in real-world environments
Analytical Storytelling
Using reporting outputs to tell a story, engaging
senior leadership in analysis process, driving a cause
of action
Excel
Importace of raw data, unique identifiers,
customization options
Automated Reporting Output
What types of reports should be automated,
how they can be best utilized and shared,
customization options, use and management of
data warehouses
Service Focused
How results become customer facing,
understanding how data aligns with company
objectives
Human Operations
Setting expectations from peers,
understanding internal expectations, balancing
the human element with business needs
2020 Dates
January 30th-31st
May 5th-6th
July 30th-31st
November 5th-6th
Training
Preparing a population to be successful in their job requires a strong comprehension of what is needed in
an adult learning environment, regardless of delivery methods or tools. Knowledge gaps ultimately impact
financials in negative ways. Insite’s Training Certification Series concentrates on how a customized
facilitation model results in longer tenured employees, more consistent performance, increased speed of
behavioral proficiency, and a proficient workforce.
Topics Location
Workshop 1 Cape Coral, FL
Workshop 2 Virtual
Workshop 3 Cape Coral, FL
Workshop 4 Cape Coral, FL
Training Models
Computer based training vs facilitator led,
discovery learning and methods, multi-
generational learning environment
Content Management
Curriculum design, on-going maintenance, implementing
and auditing new material
Post-classroom Support
Training involvement in agent life cycle after new
hire graduation, agent hand-off process to
Operations, closing feedback loop with Recruiting
Non-training Time Productivity
How to support partner programs, improve
bench-strength through development training,
peer to peer support
Trainer Certification
Importance of having a process, building trainer
development and benchmarking
Training Technology
Learning Management System, incorporating
gamification, e-learning, simulators, training
environment vs production
Human Operations
Setting expectations from peers, understanding
internal expectations, balancing the human
element with business needs
On-board New Partner or Site
Travel vs remote, red-hat operational support post-
classroom
2020 Dates
January 23rd-24th
April 16th-17th
July 16th-17th
October 15th-16th
Recruiting
Identifying the right candidate for the right position requires in-depth knowledge of the role and what is
available in the market. Any misalignments can cause a cascade of performance and retention issues.
Insite’s Recruiting Certification Series provides the tools and practices needed to go out to market and
find the best candidates for your business faster than ever before, resulting in higher employee
satisfaction and longer tenure.
Topics Location
Workshop 1 Cape Coral, FL
Workshop 2 Cape Coral, FL
Workshop 3 Cape Coral, FL
Workshop 4 Cape Coral, FL
Recruiter Personnel Dynamics
What to look for in a talent acquisition team,
roles and responsibilities, team sizing and
ratios
Reporting
Fill rates, graduation rates, net-throughput,
comprehensive candidate tracking
Sourcing Tools
Online presence, creative advertisement
campaigns, word of mouth, managing a pipeline
Candidate Job Profile
Key areas to include when identifying skillset
and ability to on-board based on industry and
business
Candidate Selection
Assessments aligning with job profile,
linguistics and body language, background
discussions
Live Interview
Interview consistency, interview technique’s,
customize to business profile
Market Utilization
Understanding geography, how site location
and ease of access impacts fill rates,
community partnerships (schools, trades)
Human Operations
Objective approach to meeting with partner teams,
setting expectations from peers, balancing the
human element with business needs
2020-2021 Dates
June 18th-19th
September 17th-18th
December 3rd-4th
March 4th-5th
Vendor Management
Vendor management is challenging because it involves different business cultures and priorities, often in
a remote environment. Insite’s Vendor Management Certification Series provides you with tools and
methods that work to drive your vendor’s performance. By analyzing the latest industry trends and
benchmarks, you will have the exposure needed to drive your vendor and business scorecards, resulting
in a better experience for your customers.
Topics 2020-2021 Dates Location
Workshop 1
Your Culture, Your Brand
Imprinting your culture into the vendor site and
team with process and technology
Technology
Leveraging technology to maximize insights,
benefit of owning vs renting technology, the “users”
perspective, and what’s emerging
June 11th-12th Cape Coral, FL
Workshop 2 September 10th-11th Cape Coral, FL
Workshop 3 December 15th-16th Cape Coral, FL
Workshop 4 March 18th-19th Cape Coral, FL
Motivating Performance
Encouraging long-term high performance through
effective methods and techniques
Executing Change
Gaining support and buy-in from vendors,
navigating the communication flow, and
verification
Performance Reviews
Knowing what to measure, how to set goals, and
review cadence
Roles and Responsibilities
Understanding the core functions at appropriate
scale and defining who does what between your
company and the BPO
Contracts
Implementing essential terms, protecting the
downside, and negotiating tactics
Pricing & Incentive Programs
Selecting the optimal pricing structure,
understanding market rates, and implementing
risk/rewards
Client Management
The relationship between a vendor and client can be as challenging as any other, regardless of tenure
and performance. Insite’s Client Management Certification Series dives into the methods to create and
maintain mutually beneficial client relationships. A Certification Series which focuses on the BPO/Vendor
audience, you will receive tools and practices designed to set you apart from your competitors in a local
environment with alternative pricing, minimizing the need for travel expenses.
Topics 2020 Dates Location
Workshop 1Based on Vendor/BPO
availabilityLocal for Vendor/BPO
Workshop 2Based on Vendor/BPO
availabilityLocal for Vendor/BPO
Workshop 3Based on Vendor/BPO
availabilityLocal for Vendor/BPO
Workshop 4Based on Vendor/BPO
availabilityLocal for Vendor/BPO
Incorporating Client Culture and Brand
Imprinting client’s culture into a vendor site and
team with process and technology
Technology
Implementing the client’s technology into a vendor
site, KPI automation and feeds into data
warehouses
Communication Cadence and Message
Understand that should be kept internal vs
communicated externally, utilizing multiple
communication channels based on message
Change Management
Define various types of changes,
implementing internally based on client
guidance, documentation cadence
Roles and Responsibilities
Understanding the core functions at appropriate scale
and defining who does what between you and the
client
Performance Reviews
Vendor methodology and approach to
quarterly/monthly/weekly business reviews,
telling the story of performance
Contracts
Implementing essential terms, protecting the
downside, and negotiating tactics
Driving a Lasting Partnership
Utilize a proactive mindset, grant permission to be
assertive with initiatives, benefits of extracurricular
activities, taking a consultative approach
Contact Us
Chris ArndtProgram Director
239.313.0661
Halley DavidsonCertification Coordinator
239.338.7876
For more information or to request a meeting, go to callinsite.com/mastery
Insite Managed Solutions
1616 W Cape Coral Pkwy
Suite 102 - PMB 165
Cape Coral, FL 33914
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