The total customer experience depends on how well you deliver on your promises – whether originating a loan, shipping a product or enabling a service. Meeting these commitments requires work streams that extend beyond the contact center to core business processes.
Our Workload Management solution helps you deliver on your broader promise of customer service. In many businesses, a large percentage of the customer experience is defined after the contact center conversation has taken place. When so much of the work to fulfill a customer request occurs in the back office or across your business, nearly everyone in your organization is involved in customer service. To achieve the next level of operational efficiency and customer service, you have to look beyond the contact center.
- Ensure you meet customer SLAs and deadlines
- Improve employee efficiency
- Leverage and devlop employee skills