M&A Insight

The successful onboarding and training of new employees is a critical success factor for any contact center.  When well...

In a contact center, call monitoring is a critical practice for assessing output and for identifying agent performance opportunities....

Anyone can ask a question and get a response. Knowing the survey questions and response options to use is...

McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers….

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.

The Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and…

The Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…

Procurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process…