For the last twenty-plus years, contact centers have been reaping the economy-of-scale benefits of skill based routing (SBR). More recently, the pandemic drove the necessity of extending SBR economies-of-scale into digital channels. As a result, contact centers have been addressing the challenges of blending digital asynchronous work with traditional voice and live chat synchronous work to achieve additional operational efficiency. So, what’s next?
Based on what we hear from our customers, the “last mile of operational efficiency” will be found in the blending of contact center work (both voice and digital) with back office work. But what does this look like? What are the tools required to effectively blend work? What productivity insights can be delivered for the back office teams? In this webcast we discuss:
- The role the back office has on the customer experience
- Current market trends within contact centers and back office operations
- Best practices to enable organizations to realize the greatest benefits for managing a blended work environment
Elevate the employee experience
Even in an economic downturn, NICE helps you prepare for the future, while cutting costs and operational inefficiencies.
Maximizing ROI through Back Office Transformation shaping the future of business
The report emphasizes the return on investment (ROI) observed by business leaders including cost, efficiency, and CX successes when transitioning from traditional back-office methods to a modern approach designed to meet evolving customer and market needs.
NICE Back Office Workforce and Performance Management. The Right Tools for Total Optimization
An effective back office is a key component of any coherent, enterprise-wide effort to improve processes and create the perfect customer experience.
