The high velocity of technology innovation coupled with customers’ increasing expectations and demands can be a formidable combination to handle. It’s easy for customer loyalty to disappear if service levels are not met.
In this article, we will explore the various challenges that a company’s back-office operation faces. You’d also learn how an Intelligent Workload Distribution (IWD) solution can overcome them.
Managing customers’ expectations with back-office operations optimization
Expectations around how service is delivered are changing. Increasingly, the traditional agent is not where customers expect to find answers to queries and solutions to problems. They now prefer self-service and automated options.
Companies today must consider how they can best provide service to their customers. It starts by devising the best way to allocate responsibility within their organizations. They must sift through processes and technologies to achieve these goals.
Most enterprises focus on improving their customer service at the front-end, and few put effort into solving problems with their internal processes.
Traditional task distribution significantly impacts how companies perform. However, the back-office work volume increases with added communications channels and customer expectations. The result is task distribution chaos. Many tasks are not being fulfilled on time.