Improve Quality and Reduce Costs in the Back Office
For years, workforce optimization tools have been effectively used in the contact center front office. But what about the back office where efficient routing, processing of requests and completion of tasks also has a direct impact on customer satisfaction? Research shows that the back office is ultimately responsible for 60 percent of the customer experience. For many companies therein lies a gap.
Calculate the ROI of Back Office Optimization – in Three Minutes
Like the front office, the back office can significantly benefit from workforce optimization improvements in forecasting, scheduling, tracking, performance monitoring, coaching and analytics. With a few minutes and some basic information, you can easily estimate the back office savings and quality improvements possible with Aspect® Back Office™. Give it a try!