OPTIMIZING CUSTOMER EXPERIENCES: BRIDGING FRONT-OFFICE CONTACT CENTERS AND BACK-OFFICE DEPARTMENTS

摘要

Performance improvement throughout the customer service value chain has become one of the top priorities of leading companies around the world. As more organizations aspire to elevate customer service from an isolated part of the business to a strategic enterprise asset, the view of customer service is changing from a detached business function to an integrated set of business processes. Business plans for most organizations call for creating positive customer experiences across channels, which is revealing customer service as a true enterprise interest that spreads across many functions of the company.