Overview
Modern customer service operations are no longer defined by a single channel or a single team. Voice, digital, and back-office work now intersect across complex, multi-step workflows that span days, regions, and skill sets. Yet many organizations are still planning, forecasting, and staffing as if this work exists in silos. The result is missed SLAs, growing backlogs, reactive supervisors, and frustrated customers who feel the impact of delays long before leaders see the warning signs.
This webinar explores the reality of today’s multi-channel environment and why traditional workforce management models fall short. You’ll learn why most delays don’t happen during customer interactions, but between them—when work sits in queues without visibility and ownership. It highlights the operational cost of disconnected systems, where rework, handoffs, and hidden backlogs quietly erode performance and customer satisfaction.
Through real-world examples and customer outcomes, this resource shows how connected service changes the equation. By unifying front, middle, and back-office work into a single operational view, organizations can forecast more accurately, staff more intelligently, and manage the entire customer journey—not just first response times. You’ll see how improving visibility leads to better forecasting, smarter scheduling, and ultimately stronger customer outcomes.
Whether you’re struggling with growing channel complexity, long resolution times, or limited insight into productivity, this asset provides a clear framework for planning and supporting modern customer operations at scale.
- Forecast across voice digital and back office
- Staff multi team multi channel operations
- Manage complex multi step workstreams
- Improve time to full resolution
- Blend automation with human expertise
Connected service starts with connected planning
