Channel Management

With the launch of the Internet and its WWW and Email, talking about telephony isn’t exotic anymore.
On the one hand side we had a hype called E-business, where most start-up companies in the new economy are building software for use on the Internet.
On the other hand side we still see that 80% - 90% of Business to Consumer and Busines to Business communication is done via telephone. The increasing use of mobile telephony also enlarges the amount of telephony users and communication.

An overview on what a telephone call is and what the important components of a PBX are can be found in our whitepaper "A management view on telephony".

What happens if the Call Center also gets to manage incoming E-Mails and therefor has to manage two different communication channels.
First of all the skills of the agents should be analysed and adopted to this new channel. Secondly the metrics for managing the Call Center, that is becoming multichannel should be changed for the E-Mail and blended (both telephone and E-Mail) agents.
Crowne Associates organised a workshop on the impact on technology when integrating telephony and E-Mail. This was done during the Call Center Forum 2003 in cooperation with Callnet.ch. Take a look at the slides to get an idea on the possibilities of integrating two different communication channels.
Workshop E-Mail integration within the Contact Center....more ->