McIntosh & Associates continues to support our network and clients as we navigate these challenging times. If you need assistance, we have the following resources available to you immediately at no cost:
COVID-19 Guidance for Contact Centers
Download a copy of our March 2020 white paper.
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.
Many companies with outsourced contact centers struggle to find the optimal approach to hold vendors accountable for staffing to...April 12, 2021
Call centers are unique relative to their ability to generate and analyze large data lakes, both structured and unstructured. ...April 12, 2021