What is Back Office Optimization?
"Back Office" refers to business functions that aren't directly customer facing, such as claims processing, accounting, and order fulfillment. Back office optimization is the process of streamlining, automating, managing and measuring the work, and is often done by using call center concepts such as workforce management and task queuing. These can be difficult to perform manually due to the variable nature of the work tasks.
Why is back office optimization important to contact centers?
Back office processes can affect the customer journey just as much, if not more, than front-end operations. Say a claim is processed incorrectly or an order goes out late – that not only invites a negative customer experience but will also require contact center resources to resolve the issue.
Even the best agents may not be able to overcome the damage done by inefficient back office operations. Savvy businesses realize this and have embarked on back office optimization efforts.
Having high quality end-to-end processes and supporting technology is a key component to succeeding in the experience economy. Sophisticated consumers expect every touch point they have with a company to be of a consistently high quality. Back office optimization is a component to meeting those expectations.
How NICE can help
NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations.
NICE is part of the NICE family of companies. NICE is a leading provider of Back Office Optimization software, including work force management, analytics, quality management and work inventory management. Visit their website to learn how your organization can win in the experience economy.