Founded in 1997, McIntosh & Associates is a consulting firm specializing in call center strategy, sourcing, and operations as well as customer experience strategy and management. McIntosh & Associates provides pragmatic, actionable consulting services for major corporations focused on enhancing the customer experience while optimizing operational effectiveness. We deliver a wide range of services including site selection, sourcing/RFP management, talent recruitment and retention, workforce management process design and optimization, scorecard design, performance management, business analytics,... process documentation, and online/mobile/voice surveys gauging customer and employee engagement. We deliver consulting services globally and have supported client engagements in the Americas and EMEA. While English is the most common language requested, we do have bilingual consultants and can support other languages.
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