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Closing the Back Office Service Gap with Enterprise Workload Management

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  • The key message of this slide is to explain that the entire customer experience is fronted by the front office but the quality/execution of the back office has a major impact on the overall experience. Focus on quality execution of back office processes will decrease repeat callers and ‘noise’ in the communication process. Poor or inefficient back office operations create capacity issues on the front office and create customer frustration at the same time.The front office is already highly optimized already, there is a lot of opportunity in the back office to optimize
  • “With Enterprise Workload Management, we’re getting the most important and high-value work done first…We don’t wait until the end of the month and realize we’ve missed critical work”Kevin Hurst, FirstEnergy Corp
  • Conversation Manager – Chad HendrenSocial Engagement  -  Jay GamezWorkload Management – Brad BaumunkMobility – Mike HulmeOutbound -  John HunterWFO -  Tom TrittenVirtual Customer Service –Jim WhattonSpeech Analytics – Sean MurphyVHT – Jeff MaherPerformance Management – Mike SpikeWEB RTC – DeepakeServices– Tony Simek 
  • Thank you for attending today’s webinar, I hope I was able to provide you with some usefull information and food for thought.Thank you,
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