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#ICMIchat Recap: WFM Challenges for the Small Contact Center

By Erica Marois | Date Published: March 26, 2015 - Last Updated August 22, 2018 | Comments

Managing a small contact center comes with its own set of unique challenges and opportunities--especially when it comes to forecasting, scheduling and staffing. That's why we devoted an entire #ICMIchat this week to discussing workforce managements challenge for the small contact center.

Jeremy Watkin hosted the hour and it was packed with insight and a few new solutions to consider.  Be sure to check out the recap below and share your thoughts in the comments!  Do you have an idea for improving WFM operations in the small contact center?  Tell us what you think works best!

Join us again next week as I host a special Contact Center Expo and Conference (#CCExpo15) sneak peek!  Just use and follow #ICMIchat to participate.  The fun begins on Tuesday at 1:00 EST.  Hope to see you there!

Erica Strother headshot
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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