The Future of Workforce Management for Contact Centers: Daryl Gonos

09/24/21 • 42 min

First Contact: Stories of the Call Center

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.

Previous Episode

Benchmarking and Training in Today‘s Contact Centers: Bruce Belfiore

This month on First Contact: Stories of the Call Center - Christian is joined by a topmost expert in the field of call center benchmarking, training and certification - Bruce Belfiore. Bruce prides himself in being a man of many experiences, having dual nationality - US and Italian, having been both COO and CFO of different companies, and having hosted the CallTalk Podcast for over 12 years - there's no shortage of business and life lessons in his background. In Episode 7 of Season 2 of our show, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. Join us, won't you? You might even get a special offer from Bruce.

Next Episode

Reclaiming Sales through Authentic Persuasion: Jason Cutter

A frank discussion between two seasoned salespeople? A hard look at the concept of persuasion and how to use it for sales? A genuine connection about providing people value through the act of selling? Episode 9 of First Contact, Stories of the Call Center is all of those things and more! Join Christian as he delves deep into the core of sales in a brilliant discussion with Jason Cutter, podcaster extraordinaire and founder of Cutter Consultancy Group, a sales advisory firm that supercharges sales success for companies around the globe. Learn more about the ins and outs of sales and what it is, and also what it's not! This is First Contact, Stories of the Call Center, episode 9 of season 2 with Jason Cutter.