Mary Lou Joseph
2 minute read
By Mary Lou Joseph
Posted in Customer Engagement
Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency.
Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction.1 Omer Minkara, VP & Principal Analyst of Contact Center & Customer Experience Management at Aberdeen Group, shared the benefits of a next-generation back-office, what characterizes these organizations, and the building blocks needed to evolve your operations.
“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara.
Traditional back-offices are falling behind on many fronts. The challenge is to build customer centricity while still balancing operational efficiencies. Next-gen back-offices are doing this by:
Aberdeen discovered two missed opportunities for organizations who don’t integrate their voice of the customer programs with their back-office activities. When feedback is collected from customers on what new products or features they would like, but these requests are not shared with the back-end product developers, customers become frustrated with the process and organization.
Secondly, opportunities to identify and rectify back-office process bottlenecks are lost when customer feedback is not shared with the back-office processing functions. Read the blog, “Oh No, I Lost My Credit Card,” to learn one customer’s success from sharing their Voice of the Customer program with their back-office organization.
Automating tasks and management processes
Automation fell into two categories: automating management processes—such as forecasting and scheduling and real-time performance reporting with workforce optimization—and automating tasks and processes with Robotic Process Automation (view the video).
Next-generation back-office organizations can not only benefit from improvements in operational efficiency—but improvements in financial outcomes and customer satisfaction as well.
For example, Aberdeen Group research found that next-generation back office groups met their quality service-level agreements 21x more often than all others surveyed, had 3.7x greater year-over-year growth in annual company revenue, and enjoyed an 88 percent customer retention rate vs. 43 percent for all others surveyed.2
To learn more, listen to the on-demand webinar.
1 and 2 The Business Value of a Next-Generation Back Office Organization, Aberdeen Group, June 2017
Did you like this story?
Subscribe for more Customer Engagement insights