Back Office Optimization, The missing link to great customer service

Improving the Customer Experience can only be achieved by taking into account all processes that affect the outcome. Contact Centers handle a variety of work such as customer complaints, changing and updating customer account records, resolving payment disputes, and assisting with tracking service orders.  In addition, CSC’s often have many teams all handling different volumes of work.

Other departments within the business also have a direct impact on quality of service though they may not ever speak to a customer. These departments include legal, finance, order fulfillment and IT -  just to name a few. Each department typically has its own processes and measurements, making it difficult to measure overall performance.

The missing link has been Back Office Work Force Optimization. Back Office WFO provides the framework which allows employees to work as one team to achieve consistency and improve end to end performance.

Back Office WFO enables you to:

·         Reduce Back logs

·         Introduce consistent and improved management and business practices

·         Improve the Customer Experience

·         Ensure the right level of resources, with the right skills are in place to achieve optimal performance