For many organizations, the contact center has become a critical component to achieving strategic goals because it is the heart of customer-facing activities. Unfortunately, many organizations are constrained by an eclectic mix of integrated technologies and proprietary solutions. Both front and back office operations can benefit from tighter integration between technology solutions, data, processes, and resources. A recent research study conducted by the Aberdeen Group finds that 69% of survey respondents believe the number one strategy for reducing cost and improving the customer experience is to gain a deep understanding of the link between back-office operations and customer service. Aberdeen’s report reveals that the Best-in-Class achieve superior performance by taking a customer-centric view of organizational resources and initiatives.
The report demonstrates the value of collectively leveraging organizational practices in process, performance measurement, knowledge management, and technology to provide a foundation for Enterprise Performance Optimization. By combining organizational capabilities and technologies, such as automated workflow and integrated analytics, Best-in-Class companies are able to positively affect customer retention and average revenue per contact.More information on Customer Relationship Management can be found at www.CRMindustry.com