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Current CCaaS (Call Center as a Service) Trends in Call Centers
The CCaaS market is growing at a remarkable rate, given the number of legacy telephony platforms facing end-of-life and...
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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...
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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...
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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. ...
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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,...
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Scheduling and Productivity
Optimization of workforce schedules is a primary driver of productivity in the contact center. Best practices that enable flexible...
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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...
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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...
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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....
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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...
