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Executive Briefing Issue 4  – Multi-Channel Management - Channel of Choice Executive Briefing | callcentres.net | Issue 4, November 2006 Welcome to latest edition of callcentres.net's contact centre industry focused magazine, Executive Briefing. This edition is titled 'Multi-Channel Management - Channel of Choice' which examines multi-channel management in contact centres: the processes involved with managing multiple service channels, utilised by customers and operated by agents. In this edition you'll discover: Some of the issues associated with multi-channel contact centres An explanation of multi-channel contact centre terminology The increasing number of channels available to contact centre managers, and which to implement Real-life case studies e.g. how SelecTV is using multiple contact channels as part of it's key strategy to taking on the giants of the pay television industry Industry focused research and analyst commentary You'll also learn how multi-channel management is changing the way businesses communicate and interact with their customers and how this change is necessary in order to effectively service the important, new-media savvy, Generation Y consumers. This publication is FREE and you can get your copy by submitting your details below. Get your copy here: Name: Company: email: Pop Ups Note: If your web browser blocks pop ups, hold the Ctrl key as you hit the submit button to allow file to be downloaded to your system.