To deliver exceptional customer service and meet today’s increasing customer expectations, all operations—from the contact center to the back office and branch operations—must be aligned. But often there’s more chaos than coordination as organizational silos operate at cross-purposes, increasing costs and squandering opportunities for improved customer satisfaction and revenues. All too often organizations lack visibility into what is being done by whom, when and for how long.
This is particularly true in the back office where operations are complex, comprised of many lengthy, multi-touch processes that extend over different work groups and systems. To move past chaos to coordination, organizations must optimize back-office operations and gain visibility and control over what is being done by whom, when and for how long.