About McIntosh & Associates Call Center company in Lewisville, United States
Our professional staff leverages significant operations and consulting experience to deliver highly pragmatic_ actionable solutions <_p>
We partner with industry-leading firms to improve the services they deliver Our clients manage call center operations supporting the full range of communication channels telephony_ web-based_ social media_ and traditional retail and mail services While the majority of our clients are based in the United States_ we are a global practice servicing international firms and U S clients with offshore operations <_p>
Our three partners bring more than 75 years of call center operations and consulting experience to the firm Our staff consists of full-time managing_ senior_ and staff consultants dedicated to providing pragmatic solutions to our diverse client base <_p>
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McIntosh amp Associates is based in the Dallas-Fort Worth metroplex Our consulting team works from our Texas headquarters or home offices in Georgia_ Illinois_ Ohio_ California_ and Tennessee <_p>
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We launched our business not with a whimper but with a bang_ supporting large scale initiatives for two Fortune 100 firms in the first few months In 1997 we also partnered with FedEx and American Airlines to launch a small networking group of non-competing market leaders to engage in real-time benchmarking on call center challenges_ innovations_ and emerging technologies The invitation only group still meets twice annually with a member of the network hosting the events and McIntosh handling meeting logistics and meeting facilitation <_p>
From our very first client project in 1997_ we have focused on understanding and improving the customer experience and its role in driving customer loyalty and retention We were early pioneers in leveraging customer feedback by correlating call handling observations to the customers perception of service While project objectives may vary based on the client or the industry_ we still maintain that consistent customer focus today_ ensuring that our recommendations and solutions are aligned with the clients customer experience strategy and will therefore enhance_ rather than erode_ their critical customer relationships <_p>
Beverly McIntosh began her call center career in 1977 with American Airlines In her 17 years with American_ she managed …<_p>
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Mandy Harshman began her call center career at EDS as a Marketing Specialist in the Customer Service …<_p>
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Richard Siler began his call center career with American Airlines outsourcing subsidiary providing budget and …<_p>
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Emerging technologies that promise to revolutionize call center strategy_ operational processes_ and the customer experience generate marketplace enthusiasm <_p>
Call center operators frequently assert that quality and efficiency are mutually exclusive goals that reducing transaction times negatively impacts…<_p>
In order to retain employees and achieve attrition of no more than 15% annually employees leaving the firm either…<_p>
Procurement solicitations for the acquisition of technology_ hosted solutions_ or personnel or call center sourcing require a structured process…<_p>
The Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…<_p>
The Intra-Day Management organization monitors all contact activity and agent productivity_ comparing forecasted workload to actual workload received and…<_p>
Workforce Scheduling Agent work schedules or shifts are generally allocated via an automated bid or preference process <_p>
Forecasting workload is a form of predictable analytics_ we are using historical data to anticipate the future <_p>
This varies based on the firm and the purpose of the survey The survey can target a random sample…<_p>
McIntoshs Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers… <_p>
Phone 214 488 2321<_p>
