E-mail Management

Email is the standard for business communication across organizations at this time. Just as any other type of business information and record, email must be included as part of, and adhered to, the organizational standards addressing information and records.

• Capture
• Classification
• Storage
• Preservation
• Management
• Destruction

As email became one of the most prevalent business-to-customer communication media in the 1990s, customer service departments needed specialized systems of tools and trained staff to manage email communication with their customers and prospective customers.

Today, email management is an essential component of customer service management. Customer service call centers currently employ email response management agents along with telephone support agents, and typically use software solutions to manage emails.

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