The Future of Workforce Management for Contact Centers: Daryl Gonos

Workforce management is not typically a topic we cover on our show, but this month we've got Daryl Gonos here with us to make that right. He's the Founder & CEO of Community, a modern workforce management solution specifically tailored to omnichannel  call centers, currently in use by some of the biggest names in the space. With over 40 years of experience, Daryl talks to Christian about all the shifts in workforce mentalities that happened throughout his career, as well as what agents expect from their managers and senior staff today, moving beyond the pandemic. This is First Contact, Stories of the Call Center, episode 8 of season 2, with Daryl Gonos.