COVID-19 Guidance for Contact CentersRead more
Work at Home (WAH) A Work at Home (WAH) agent model can provide critical flexibility and coverage options as...0
WORK AT HOME (WAH) TRAINING: Guidance for Contact CentersRead more
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 ToolRead more
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 DesignRead more
Anyone can ask a question and get a response. Knowing the survey questions and response options to use is...
Performance Management CurriculumRead more
McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers….