CASE STUDY – Helping a National Health Care Servicer Refocus, Reduce Costs and Boost Productivity
Read moreHow 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
Read moreMany 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
Read moreCall 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
Read moreIf your firm has responded to the COVID-19 pandemic by expanding or implementing a work at home (WAH) program,...
Scheduling and Productivity
Read moreOptimization of workforce schedules is a primary driver of productivity in the contact center. Best practices that enable flexible...
