Two Lenses, Same Problem: Back-Office Inefficiencies
By Mary Lou Joseph
Posted in Customer Engagement
At Verint’s Engage Customer Conference, Aberdeen Group and Verint compared the results of two different surveys of two different audiences and found surprisingly similar responses. Aberdeen focused on Customer Experience executives, while Verint targeted back-office managers, directors and executives.
What both surveys found is that common operational challenges were impeding many organizations’ goals of delivering exceptional customer experiences and efficient operational performance. In a webinar on June 19, New Research Results: The Back Office Can Make or Break Customer Experience, Aberdeen Group’s Omer Minkara, VP & Principal Analyst, Contact Center & Customer Experience Management, and Verint’s Mary Lou Joseph, Director, Marketing, Back-Office Workforce Engagement, will reprise their presentation from Engage. Attend the webinar to learn the Top 5 challenges both surveys uncovered and recommendations on how to overcome them.
For example, Aberdeen’s survey found that 53% of next-generation, best-in-class organizations1 have real-time reporting of back-office activities, vs. only 33% in all others. Respondents in Verint’s survey cited even lower rates of real-time reporting, with only 10 to 14 percent of organizations having automated tracking and management of production volumes, service level achievement, and employee activity. This lack of automated, real-time reporting is one of the five top challenges.
Register for the webinar to learn the others, hear examples of how other organizations have overcome these challenges, and recommendations for how you can start improving operational performance and the customer experience in your organization.
1 The Business Value of a Next-Generation Back-Office Organization, Aberdeen Group, May 2017
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