Business Technology Optimization

Improve Quality and Reduce Costs in the Back Office

Provided by Aspect

Category Business Technology Optimization

Type Content

Length 1

Publish Date January 12 2016

Date posted January 12 2016

Overview

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.

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