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#ICMIchat Recap:Managing Multichannels

By Erica Marois | Date Published: April 17, 2014 - Last Updated August 22, 2018 | Comments

April at ICMI is all about Workforce Optimization (WFO). This week we focused our #ICMIchat on the unique WFM challenges that come with today's multichannel contact center.

Check out the recap below for tips and guidance YOU can use in your multichannel contact center.

Join us again next week for another fast-paced hour!  If you've been thinking about joining, but aren't sure how to get started, watch this 5 minute video tutorial.

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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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