While many of our clients are in the telecommunications, travel and hospitality, technology, financial services, utility, and transportation industry segments, we also have experience in the retail, government, manufacturing, insurance, and non-profit sectors as well. We specialize in helping our clients develop their customer experience strategy, talent acquisition programs, training curricula, performance management processes, call center technology roadmaps, and workforce management solutions to ensure that contacts are delivered seamlessly to agents who are prepared to handle the interaction. Our clients know that the customer experience is at the forefront of our approach to almost every project, and we will not make recommendations that damage or sacrifice the customer relationship. In most cases, customer satisfaction and business results are not mutually exclusive. We understand how to implement solutions to ensure that effectiveness and efficiency are complementary rather than competing goals. Emerging technologies that promise to revolutionize call center strategy, operational processes, and the customer experience generate marketplace enthusiasm. Call center operators frequently assert that quality and efficiency are mutually exclusive goals; that reducing transaction times negatively impacts… In order to retain employees and achieve attrition of no more than 15% annually (employees leaving the firm either… Procurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process… The Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around… The Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and… Workforce Scheduling Agent work schedules or shifts are generally allocated via an automated bid or preference process. Forecasting workload is a form of predictable analytics, we are using historical data to anticipate the future. This varies based on the firm and the purpose of the survey. The survey can target a random sample… McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers…. Anyone can ask a question and get a response. Knowing the survey questions and response options to use is... In a contact center, call monitoring is a critical practice for assessing output and for identifying agent performance opportunities....The key processes that drive call center optimization are not necessarily industry specific. Our expertise is a horizontal skill, applicable across multiple industries, which can be customized to each client’s nuanced needs.
Our Industry Experience
Our Insight
Emerging Call Center Technology Trends: Distinguishing Hype from Reality
The Relationship between Handle Time, First Call Resolution and Customer Loyalty
Call Center Retention Best Practices
Request for Proposal Process
Kano Questioning Approach
Intra Day Management
Workforce Scheduling
Forecasting Workload
Survey Parameters
Performance Management Curriculum
Deliver Actionable Survey Data Through Effective Survey Design
TIP SHEET – Call Segment Monitoring: A Highly Effective Root Cause Analysis Tool
