CASE STUDY – Helping a National Health Care Servicer Refocus, Reduce Costs and Boost Productivity
How McIntosh & Associates and Mivation helped a national health care servicer refocus, reduce costs AND boost productivity. OVERVIEW...0
TIP SHEET – Outsourcing Your Contact Center: Vendor Metrics for Staffing Line Adherence
Many companies with outsourced contact centers struggle to find the optimal approach to hold vendors accountable for staffing to...
TIP SHEET – Call Monitoring: Sample Size & Statistical Validity
Call centers are unique relative to their ability to generate and analyze large data lakes, both structured and unstructured. ...
WORK AT HOME (WAH) TEAMS: Techniques for Enhancing Performance Results
If your firm has responded to the COVID-19 pandemic by expanding or implementing a work at home (WAH) program,...
Scheduling and Productivity
Optimization of workforce schedules is a primary driver of productivity in the contact center. Best practices that enable flexible...
COVID-19 Guidance for Contact Centers
Work at Home (WAH) A Work at Home (WAH) agent model can provide critical flexibility and coverage options as...
WORK AT HOME (WAH) TRAINING: Guidance for Contact Centers
The successful onboarding and training of new employees is a critical success factor for any contact center. When well...
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....
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...
Performance Management Curriculum
McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers….
McIntosh & Associates > M&A Insight