Are your back-office operations a symphony or a cacophony? Do they run smoothly, with each team and department working in harmony to create a pleasant outcome? Do you have precision timing in your hand-offs? Do your workers know what to do during crescendos in work volumes, and when their role is silent?
Or do you continually deal with a cacophony of fire drills and missed SLAs? Is one team rushing to keep up the tempo … Read More
Last week was Customer Service Week! A great time to celebrate customer advocacy and happiness. Organisations are investing in customer experience-enhancing solutions and improving customer interactions.
But did you know that, according to research from Aberdeen, 17% of customer dissatisfaction calls into the contact centre are because of issues in the back office?1 It is unfortunate because these poor customer experiences impact brand reputation, are counterproductive to contact centre CX initiatives, and are entirely … Read More
At Verint’s Engage21, Xander van der Poel, Change Manager at Nationale Nederlanden (NN), the largest insurance provider in the Netherlands, shared his back-office transformation story.
Like many back-office organisations, NN’s Casualty and Liability group was having trouble predicting future workloads and the skills and resources needed to meet those demands. As a result, they were experiencing large backlogs and missed service goals. They realised they needed a new way of working.
They partnered with Verint … Read More
In fact, in a 2018 survey of back-office managers and directors, only 20% said they had an automated operational dashboard of team/organizational performance, and only 12% had automated performance scorecards for individual employees.1
There are digital solutions that can capture employee … Read More
In a recent webinar, How Work-from-Home Demands Are Accelerating Automation in the Back Office, Craig Seebach, VP Strategy, Workforce Engagement at Verint, and Daniel Peled, VP of Channels at Kryon Systems, discussed how companies are responding to the many changes caused by the coronavirus pandemic. Craig outlined four phases of response.
To protect her anonymity, I’m going to call her Jane. Following is a transcript of our conversation. You can … Read More
How do you do this when you can no longer walk the floor to see how people are working?
Luckily, you may already … Read More
According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. In other words, you know that your peers and competitors are moving to cloud to improve the customer experience (CX) and lower costs.If you’re ready to begin innovation in the cloud, what should you consider first? We created an eBook, “4 … Read More