The Future of Workforce Management for Contact Centers, with Daryl Gonos
First Contact: Stories of the Call Center
In this episode of First Contact: Stories of the Call Center, I sit down with Daryl Gonos, a veteran in workforce management with nearly four decades of experience. Daryl shares his journey from co-founding the Workforce Management Group to launching Community WFM, a cutting-edge solution designed for multichannel contact centers. We explore the evolution of workforce management, discussing how it not only optimizes schedules but also enhances agent satisfaction and customer service. Daryl highlights the importance of flexibility, the integration of mobile technology, and the need for a community-centric approach in today’s contact centers. Join us as we delve into the future of workforce management and discover how empowering agents can lead to better outcomes for everyone involved.
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