DO NOT UNDERESTIMATE THE BACK-OFFICE
Most businesses focus their efforts and investment in front-office management. This choice produces visible wins in the short term. It results in good KPIs and SLAs for quality management, productivity and satisfaction of front-office operations. Because of these favorable conditions, businesses ultimately turn to outsourcing to optimize and adapt the costs of customer interaction management.
However, they are only considering the tip of the iceberg. The efficiency and flow of the back-office has a sustained and structuring effect on customer satisfaction and cost control. Back-office management remains a critical, complex and costly component for many organizations. A lack of fluidity and agility in this area together with exponential dysfunction can have a severe impact on the customer experience and on repeated interactions handled by the front-office.