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Performance Management Curriculum
McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers….
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Survey Parameters
This varies based on the firm and the purpose of the survey. The survey can target a random sample…
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Forecasting Workload
Forecasting workload is a form of predictable analytics, we are using historical data to anticipate the future.
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Workforce Scheduling
Workforce Scheduling Agent work schedules or shifts are generally allocated via an automated bid or preference process.
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Intra Day Management
The Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and…
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Kano Questioning Approach
The Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…
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Request for Proposal Process
Procurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process…
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Call Center Retention Best Practices
In order to retain employees and achieve attrition of no more than 15% annually (employees leaving the firm either…
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The Relationship between Handle Time, First Call Resolution and Customer Loyalty
Call center operators frequently assert that quality and efficiency are mutually exclusive goals; that reducing transaction times negatively impacts…
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Emerging Call Center Technology Trends: Distinguishing Hype from Reality
Emerging technologies that promise to revolutionize call center strategy, operational processes, and the customer experience generate marketplace enthusiasm.
