Call Centers of Excellence (CCE) is a networking group consisting of senior call center executives from non-competitive industries who meet twice annually to discuss call center planning and operations. The CCE venue provides a confidential forum where this elite group can share state-of-the-art solutions and success stories, along with frank discussions of the issues and challenges they confront on a daily basis.

Members determine the theme for each of the sessions, with the agenda developed by McIntosh & Associates based on requests submitted by members. Perspectives vary by industry, creating a rich resource of information and ideas resulting in “real-time” benchmarking between members. This concept evolved as several founding members approached McIntosh seeking assistance in identifying or creating a forum for firms with similar challenges relative to scale, complexity and customer focus. This need developed over time as existing industry trade associations and vendor/user forums failed to provide the value sought by these call center executives.

The CCE sessions are non-funded with each member paying for his or her own travel and accommodations while sharing site-related expenses (e.g., meeting space, shared meals, audio visual equipment, and group transportation). Additionally, no vendors attend the sessions, unless specifically invited and approved by the membership. McIntosh & Associates takes responsibility for all meeting arrangements and logistics and acts as a facilitator for the sessions. No fees are charged for these services.

Membership in the CCE network is extended to firms with significant call center operations, a reputation for superior service, and firms that can be described as major players in their markets. Participants are generally at a Vice President, Director, or General Manager level and have direct responsibility for call center operations.

The CCE meetings are true networking sessions with the following characteristics:
  ▪   Sessions consist of member presentations or facilitated discussions.
  ▪   The participants determine the agenda and assist in the facilitation of the sessions.
  ▪   Executive-level participants meet twice annually. Additionally, functional meetings may also be held to address the needs of
        specific operational units reporting to the call center executive (e.g., workforce management, human resources, quality assurance,
        technology, front-line supervision, etc.).

There are very few rules for participants; however, there are two critical requirements:
  ▪   Members are expected to attend the sessions or to have a suitable peer or subordinate represent them at the meeting. Failure to
        attend two consecutive sessions will result in the firm being replaced, with CCE members selecting the new participating firm.
  ▪   Members must treat all information disclosed in the sessions as highly confidential. The presentations and insights offered by
        participants may be shared among CCE member firms, but this information may not be shared with external entities.