McIntosh & Associates is a call center consulting firm specializing in customer interactions across multiple communication channels.

We provide our clients with highly specialized expertise across the full spectrum of contact center operations, including center site selection, sourcing/RFP management, call center talent recruitment and retention, workforce management process design and optimization, technology modernization, and self-service automation such as chatbots and virtual agents.  We also support scorecard design, call center performance management, advanced business analytics, and the deployment of integrated online, mobile, and voice-based surveys to continuously measure and improve customer and employee engagement.   By leveraging the latest in AI-powered solutions, we help organizations enhance operational efficiency and customer experience through intelligent routing, sentiment analysis, conversational AI, and predictive analytics.

Our approach to building world-class contact centers blends advanced technologies, proven methodologies, and deep industry expertise.  We understand that solutions must align with the real challenges businesses face today.  Whether our clients are seeking to optimize performance, increase customer satisfaction and loyalty, boost operational efficiency, or drive revenue growth, our strategic recommendations will identify the best possible solutions and provide actionable guidance for implementation.

Recent Insight

McIntosh & Associates’ call center insight and resources center provides white papers, research, and essential tools for call center management and training.