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Transforming the Customer Experience

Front and back office integration

Contact center and back office integration is critical to the overall customer experience.

Enhancing and Transforming the Customer Experience

Enhancing the customer experience has become an enterprise-wide strategy, not just a job for the contact center. Smart companies have realized that delivering the optimal customer experience occurs when contact center and back office integration becomes a critical factor for success. After all, your customers just want their immediate issue resolved, and no matter whom they talk to, they look at your company brand as one entity.

Easier said than done, with so many ways customers can contact a business (phone, mobile, text, chat, and social media), the complexity of managing multi-channel contact points puts service quality at risk. Aside from numerous stories of downright poor customer service from overworked and stressed agents, the chances of not receiving, or handling a customer contact in a reasonable amount of time, clearly exacerbates the problem.

Managing Valuable Data

A major challenge in the implementation of an integrated and enterprise-wide optimization, automation and unification is in the management of the end-to-end process and the ability to provide a single and holistic view of the critical data. Every part of the customer experience process generates valuable data, so the next step is consolidating and unifying the raw data into a single, holistic, workflow-oriented view covering the entire contact center and enterprise functions.

Creating an Omni-Vision view of the entire enterprise, followed by applying Omni-Channel analytics to various data and media collected in the process enables users to automatically generate actionable knowledge or even automated actions from the simplest to most advanced form without concerns of how each individual product is used in the workflow chain. The goal is to create time saving and actionable reports, notifications, APIs, and even launching applications, from contact center quality assurance and performance management to business intelligence, discovering new customer experience opportunities or obstacles.

View the complete article, Your Enterprise Transformed, recently published in Connections Magazine.

Connections Magazine

Connections Magazine



Automated Workflow Offers Huge Rewards

Automated workflow and processes

Using robots and automating manufacturing functions is very common today.  Let’s extend that to simplify operations in the front office (contact center) and back office with automated workflow and processes. Customers view the front office and back office of an enterprise as one entity and expect a positive experience from both. That is one important reason for implementing automated workflow – the front and back office are now linked as a single, cohesive unit to serve your customers. At a high level, a workflow is typically a collection of processes describing pre-set tasks, such as all processes needed to complete a telephone request – from initial contact (interaction) to creating an actual transaction for product or service and shipping.

Automating processes improves productivity and increases usability and ultimately, can improve the overall customer experience.  Workflow automation in the office enables software applications such as desktop analytics to assist agents and employees by automatically guiding them through workflow sequences and “next-best-actions”.

Process analytics helps agent and employee performance by automatically monitoring and evaluating against user-defined parameters such as timing. Other benefits of automated workflow include:

  • Data-workflow exchange enhances the communication process and can automatically account and alert for any discrepancies in the defined process.
  • Automated data conversions between applications, manual report reconciliations and access to historical data that can show you how well you have been doing.  This can include the metrics of each transaction, such as what was requested, how long it took to fulfill the request, and the total length of time for the transaction to be completed.
  • Built-in and automated workflow and approval processes that can optimize the customer experience, empowering workers (improving morale) and minimizing the overall transaction time.
  • You will have access to automated report generation and information distribution.
  • A key benefit is the elimination of manual operations and human errors, and the advantage of seeing where every transaction is in your automated process.

Increase your productivity and usability with automated workflow and processes.


Enduring Long On-Hold Times

On-HoldSticking it out while waiting is not a virtue many of us tolerate. Whether it be in a grocery store checkout line, popular restaurant on a busy Saturday night, or a doctor’s waiting room – most of us don’t like the inconvenience of waiting, after all, isn’t our time valuable too?

Without compare, waiting on hold on the telephone has to be the worst form of waiting.  After navigating today’s complex IVR (interactive voice response) menus, only to be told you will now have to wait 30 minutes (after already spending five minutes of your valuable time in the IVR) to speak to a representative – chances are your temper has already started a slow boil, and will explode as soon as that representative answers the phone – that is, if you have decided to wait that long!

Which brings up another reason why companies should NOT compel their customers to wait on hold – first call resolution (FCR)! Not only does answering the call and fixing the customer issue promptly almost guarantee a great customer experience, it can also save the company contact center money by minimizing repeat callers.

A low FCR rate leads to increased call volume, workload, agent payroll expenses, customer dissatisfaction, and loss of customers. Employee moral also sags, as many callers who have simmered to the boiling point vent on the unfortunate call representative. As the Pelorus Group noted, “FCR is an essential metric for any contact center for two simple reasons: it drives customer satisfaction, and reduces operating costs.”

How Long is Too Long to be On-hold?