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#ICMIchat Recap:Managing Multichannels

By Erica Marois | Date Published: April 17, 2014 - Last Updated 5 Years, 42 Days, 11 Hours, 3 Minutes ago | 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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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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