Channel Management

The use of different communication channels within a company is becoming more important. With the contact management concept you have defined which channels will be used and what the specific goals are for each channel. Input for managing those channels involves:
- organization
- processes
- information
- technology

The most common used communication channels at the moment are personal contact, telephony, WWW and e-Mail.

Handling those different communication channels within a company mostly evolved from an organizational point of view.
The Call Center evolved from a customer service or telemarketing department
E-Mail was implemented by the IT department for the entire company and the e-Mail adress info@company.com was managed by the secretary.
For the web - WWW channel, new departments were created with names like "web factory".

To find out how each of those channels is managed, click on the channel or use link below.

Telephone
Still the mostly used communication channel. Customer services, telesales, marketing campaigns, etc. Within a company the handling of telephone calls is mostly defined as call center....more ->

E-Mail
Defined as the most promising communication channel of the future, e-Mail communication is growing slowly but steady and companies are starting to experience the difficulties of managing this channel ...more information will be added soon.

Web - WWW
During the Internet hype all companies were forced to develop this communication channel. Starting as an information plattform for customers a lot of companies tried to also use this channel for customer services and sales ...more information will be added soon.

Fax
Fax as well as letter are still used in a lot of industries. Although E-Mail and web-WWW are taking over some areas in which fax used to be leading this channel is an important one ...more information will be added soon.

Mobile
From a technical point of view mobile telephony is being handled as telephony. Because the characteristics of people calling with a mobile telephone (on the road) is different as of people communicating with a fixnet telephone (at home or from the office) we define "mobile" as a different channel ...more information will be added soon.

Personal contact
Still the most important way of communication for most companies, personal contact is a difficult channel to manage. It is difficult for account managers, relationshiop manager, service engineers, etc. having conversations and dicussions with customers to report everything (feelings, emotions, etc.) ...more information will be added soon.