How to Manage Your Multi-Channel System
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For this episide, Darryl Flores, Workforce Manager and Consultant for SWBC, reflects on his workshop at this year’s Call Center Summit in Orlando entitled, "Reigning in the Multiplying Multi-Channel Contact Center." Darryl discusses what he learned from his participants, how to tackle some of the most challenging aspects of managing a multi-channel operation and gives his two cents on how important social media really is.
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