McIntosh & Associates is a call center consulting firm specializing in customer interactions across multiple communication channels.
We offer our clients highly specialized expertise for call center site selection, sourcing/RFP management, call center talent recruitment and retention, workforce management process design and optimization, scorecard design, call center performance management, business analytics, self-service automation, and online/mobile/voice surveys gauging customer and employee engagement.
We help companies build world-class contact centers by leveraging technology, time tested methods and people. We recognize that contact center solutions are only as relevant as the challenges they help solve. Whether our clients are seeking to optimize performance, enhance customer loyalty, increase operational efficiency, or grow sales and profits, our strategic recommendations will identify the best possible solution and provide actionable guidance for implementation.
Anyone can ask a question and get a response. Knowing the survey questions and response options to use is...January 31, 2015
McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers….July 9, 2014