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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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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