30th Sep 2019

Start improving contact centre results by focusing on your back office

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Errors and delays in the back office are the #2 cause of customer dissatisfaction.

Aberdeen suggests that contact center leaders are focused typically on treating the symptoms of customer dissatisfaction – customer complaints. Instead, they recommend addressing the cause of these complaints, which is often poorly managed back-office activities.

Read the report to learn how organisations that are integrating front and back-office activities are outperforming their peers on key business drivers, such as:

  • 82% customer retention rate vs. 53% for all others
  • 37.5% customer satisfaction rating vs. -1.5% for all others
  • 45.2% YOY improvement in annual company revenue vs. 2.8% for all others

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