Hosted by: Vicki Herrell, Managing Director, SWPP

Participating Companies: Aspect, Bay Bridge Decision Technologies, Knowlagent, NICE, Pipkins, Verint 

 Inbound calls are not the only way your customers contact you in today's environment. Many organizations have added several different channels for the customer, including e-mail, web chat, fax, paper mail, Facebook, and Twitter just to name a few. Within these complex environments, forecasting and scheduling becomes very challenging. However, the workforce management team can use their knowledge and experience to help the contact center understand the impact of the multi-channel environment and also get involved in a much broader context within the organization.

We discuss:
-How are today's workforce management tools adapting to multi-channel environments?
-What are the most important things for workforce management teams to know before they begin participating in multi-channel forecasting and scheduling?
-What is the best way to schedule your agents' time in a multi-channel center?
-Are creating "universal agents" the answer to covering multi-channel contacts?
-What value can workforce management bring to the overall process?