Contact Management |
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| A concept | ||
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> contact management > concept |
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| In
the past, technology was implemented along the natural growth within
departments who needed supporting systems for expanding voice communications
with customers. Technology like Automatic Call Distribution (ACD), Voice
Processing Systems (VPS), queuing etc. were implemented. Typical in
these situations was the breaking-up of the relation between a person
and the customer or the delivered service. A group of persons became
responsible for customer contact. Within an organization the implementation of more Helpdesks or Communication Centers was normal. Different departments that needed support for voice communication with their customers implemented their own Call Center. This led to the situation that within one organization there were several Call Centers or Helpdesks for different Business Units, like a sales Call Center, a customer service Call Center or even Call Centers for different regions. Challenges and problems that occur in this situation are : - unclear for the customer (multiple entrances) - unclear for the organization (agreements made in one Call Center are not known in another one) - no efficient use of all resources / no economy of scale regarding human, as well as technical, resources - difficult to implement new functionality or technology, because of the use of different procedures and back-office systems - not manageable, because in most cases the Call Centers are part of different organizational disciplines in which specific local management information can be provided but a complete overview is very hard to get. The solution for challenges and problems like this is the use of proper Contact Management. |
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Within
Crowne Associates we define Contact Management as a concept that supports
a professionel customer contact process. Click on one the areas of interest, to get more details. |
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Customer focus is not only a task for employees working within the front office (sales). All customer interfaces within the organization are part of the contact management concept....more -> Customer focussed processes involve marketing, sales and fulfillment within the company. They reach as far that they even become part of the customer actions....more -> Focus on the customer means collecting customer footprints everywhere and making customer information available throughout the organization at any time....more -> Deployment of supporting technology means building delivery channels that can be managed, implementing tools that support all business processes and eventually integrating all these components on the same platform which supports all customer oriented information flows....more -> |
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