Moderated by Vicki Herrell, Managing Director, SWPP; Participating Organizations include: Aspect, Bay Bridge Decision Technologies, Knowlagent, NICE, Pipkins, Verint
On demand: Live Date: June 2011 

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.

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