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#ICMIchat Recap: Managing the Multi-channel Contact Center

With the addition of new service channels, and the increasing knowledge of customers, contact workforce management has become more complex than ever.

What's the best way to hire for all the new channels, and determine which agents are the best fit for which channel?  And how can customer service leaders better forecast and schedule for all the channels?  Are some of the newest channels even needed?

This week we spent an hour discussing all these questions and more during an action-packed #ICMIchat hosted by Neal Topf.  Check out the recap below and add your thoughts in the comments.

Join us again next Tuesday at 1pm EST for a chat about unique workforce management challenges for the small contact center.  Jeremy Watkin of Phone.com will host.  Just follow and use the hashtag #ICMIchat to participate.