Overview
The back office is not a cost center—it directly links to customer experience programs. Based on Aberdeen’s recent survey of over 400 contact center and back office leaders, an average of 16% of all conversations in the contact center can be traced to issues in the back office.Key business outcomes like revenue delivery growth and customer satisfaction are dependent on the efficiency and productivity of the back office. To improve its operations, business leaders can harness the power of workforce engagement. With WEM, supervisors can determine the necessary operational requirements to fulfill the demand for products and services.The survey findings revealed that top performers use WEM to transform the back office for reduced costs, increased productivity, and customer delight.Top contact centers use blended WEM capabilities to:- Empower employees with more visibility and input in scheduling
- Use automation to allocate and prioritize work in a data-driven approach
- Provide customers and employees with real-time visibility into work status
- Monitor and measure employee productivity via desktop analytics
