Performance Management Curriculum
McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers….0
This varies based on the firm and the purpose of the survey. The survey can target a random sample…
Forecasting workload is a form of predictable analytics, we are using historical data to anticipate the future.
Workforce Scheduling Agent work schedules or shifts are generally allocated via an automated bid or preference process.
Intra Day Management
The Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and…
Kano Questioning Approach
The Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…
Request for Proposal Process
Procurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process…
Call Center Retention Best Practices
In order to retain employees and achieve attrition of no more than 15% annually (employees leaving the firm either…
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…
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.