insights by smaart
It's not just about the numbers anymore. It's about understanding what's holding you back - and what you need to move forward. That's the mission behind insights by SMAART.
The Contact Centre Best Practice Report gives you the ‘what’. insights by SMAART focuses on the ‘why’ and ‘how’. We’re now offering deeper consulting support to help our clients turn benchmarking insights into action.
insights by SMAART helps contact centres accelerate performance through a sharper lens across three pillars:
people, process & technology.
PEOPLE - Are the right skills, roles and leadership practices in place?
PROCESS - Are workflows designed for speed, accuracy and customer satisfaction?
Technology - Are tools being used to their full potential to support agents and enhance CX?
we don't just highlight gaps -
we help you build the business case for change.
contact centre health review
As part of this offering, we're now delivering health reviews of contact centres - designed to give leaders practical, action-focused insights that go beyond benchmarking.
These review:
- Assess operational maturity across people, process and tech
- Identify hidden opportunities for uplift and cost savings
- Translate findings into ready-to-use business cases for investment or change
Meet Our Consultants
Expert Guidance for Your contact centre
Stephanie McLean, director
Stephanie is the supporting author and presenter of the highly regarded Contact Centre Best Practice Report and is passionate about making the contact centre world better for customers and the people that work there.
Vishal Bhalla, lead consultant
With over 20 years of enterprise contact centre leadership, Vishal has transformed large-scale operations into high-performing, cost-efficient teams. His expertise in workforce management, award compliance, and strategic pricing has driven significant savings and improved profitability. Vishal combines operational excellence with financial and regulatory insight - delivering maximum value with minimal disruption.
Contact us any time
