Too Many Channels: The growing complexity of channel management

Too Many Channels: The growing complexity of channel management

Selecting which channels should be the focus of your marketing activity for any given campaign is no longer a simple matter. This whitepaper addresses the strategic questions that channel and marketing leaders should be asking themselves when reviewing and considering their mix of channel choices. Included in the paper is an audit of select channels’ strengths and weaknesses for customer service. Authored by D’Arcy McDonald, Vice-President, Direct Channels at TD Bank Group, with the support of CMA’s Contact Centre Council.

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Tags: Contact Centre, Customer Service, Customer Insights, Integration, Social Media, Mobile, Technology, Digital, Direct Marketing, Retail