McIntosh & Associates is a call center consulting firm that focuses on customer experience and operational excellence for leading businesses worldwide.
Our professional staff leverages significant operations and consulting experience to deliver highly pragmatic, actionable solutions.
We partner with industry-leading firms to improve the services they deliver. Our clients manage call center operations supporting the full range of communication channels: telephony, web-based, social media, and traditional retail and mail services. While the majority of our clients are based in the United States, we are a global practice servicing international firms and U.S. clients with offshore operations.
Our three partners bring more than 75 years of call center operations and consulting experience to the firm. Our staff consists of full-time managing, senior, and staff consultants dedicated to providing pragmatic solutions to our diverse client base.
Centrally Located, Globally Focused
McIntosh & Associates is based in the Dallas-Fort Worth metroplex. Our consulting team works from our Texas headquarters or home offices in Georgia, Illinois, Ohio, California, and Tennessee.
Our real-world solutions are proven to deliver a lasting competitive advantage as well as a timely ROI.
McIntosh & Associates was founded in 1997 as an independent management consulting firm by a team of consultants who previously worked together at AT Kearney.
We launched our business not with a whimper but with a bang, supporting large scale initiatives for two Fortune 100 firms in the first few months. In 1997 we also partnered with FedEx and American Airlines to launch a small networking group of non-competing market leaders to engage in real-time benchmarking on call center challenges, innovations, and emerging technologies. The invitation only group still meets twice annually with a member of the network hosting the events and McIntosh handling meeting logistics and meeting facilitation.
From our very first client project in 1997, we have focused on understanding and improving the customer experience and its role in driving customer loyalty and retention. We were early pioneers in leveraging customer feedback by correlating call handling observations to the customer’s perception of service. While project objectives may vary based on the client or the industry, we still maintain that consistent customer focus today, ensuring that our recommendations and solutions are aligned with the client’s customer experience strategy and will therefore enhance, rather than erode, their critical customer relationships.
Beverly McIntosh began her call center career in 1977 with American Airlines. In her 17 years with American, she managed …
Mandy Harshman began her call center career at EDS as a Marketing Specialist in the Customer Service …
Richard Siler began his call center career with American Airlines’ outsourcing subsidiary providing budget and …
6 Reasons to work with us.
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.
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…
Call Center Retention Best Practices
In order to retain employees and achieve attrition of no more than 15% annually (employees leaving the firm either…
Request for Proposal Process
Procurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process…
Kano Questioning Approach
The Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…
Intra Day Management
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…
Performance Management Curriculum
McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers….
Deliver Actionable Survey Data Through Effective Survey Design
Anyone can ask a question and get a response. Knowing the survey questions and response options to use is...
TIP SHEET – Call Segment Monitoring: A Highly Effective Root Cause Analysis Tool
In a contact center, call monitoring is a critical practice for assessing output and for identifying agent performance opportunities....