Back offices are a critical element of delivering great customer service, but it’s often difficult to gauge the productivity and effectiveness of back office operations. Customers may not see very far beyond their contact center interactions, but the quality of their experiences is indirectly influenced by the effectiveness of back office employees’ performance. By attending this webinar you’ll learn how automated workforce optimization solutions can increase the productivity of back-office operations while decreasing costs.
Workforce Planning for back office personnel can produce significant efficiencies, while improving customer & employee satisfaction. However, back offices are fundamentally different from contact center operations. An Aspect webcast will focus on the cultural & functional differences between contact center and back office workforce management and identify the best practices required to improve the customer experience while decreasing required staffing through predictive modeling.