How to Manage Your Multi-Channel System

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.