WFMSG (The Workforce Management Software Group)
Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO
Describe your company
WFMSG provides a unique and simplified approach to forecasting and scheduling contact center agents and is used by hundreds of the world’s most widely respected customer service organizations.
What is your background in the industry?
I have over 25 years’ experience focused exclusively on workforce management solutions, services, sales and marketing.
What do you consider to be your company’s greatest achievement?
WFMSG has experienced phenomenal company growth and very high customer retention due to a dedicated and focused staff of workforce management professionals.
What do you see as the greatest challenge facing the Contact Center industry?
One of the big challenges for organizations is that customers want to use multiple channels for communication and support resolution. Companies must have the right skills and resources in place to meet their service level goals and provide consistent customer service in an omnichannel world.
What would Contact Center folks be surprised to learn about you or your company?
Our ultimate goal is about having a single focus on making each customer engagement a positive experience, from the initial engagement, through the sales process, and complete the process with exceptional onboarding so that customers can utilize the product immediately.