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Making the Back Office Pay
42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. If the contact center is performing well but the back office is slow to respond, response times increase, costs go up, and customer service suffers.
Savvy businesses are realizing that for true customer relationship management (CRM) success, back-office employees should be properly aligned with customer service requests.
In this helpful resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries. Discover 10 essentials for optimizing back-office productivity, and best practices for implementing a performance management strategy by reading now!