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#ICMIchat Recap: Managing the Multi-channel Contact Center

By Erica Marois | Date Published: March 19, 2015 - Last Updated August 22, 2018 | Comments

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.

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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