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…