When you think about improving the customer experience, the back office might not be the first thing that comes to mind. After all, most customer-facing interactions happen in the front office. But without the speed, efficiency and quality of effective back office operations, your front office agents can be left answering to unhappy customers.
If a front office agent makes a promise to your customers, make sure your back office has the processes and performance in place to back that promise up. As we all know, it’s not “promises” that keep customers coming back… it’s results!
Take a look at the infographic below for back office strategies behind keeping some of the most common customer promises.
- Infographic: 4 Customer Promises that Start in the Back Office… and How to Keep Them! - September 16, 2015
- Emoticons make their way into customer service 🙂 - June 5, 2015
- INFOGRAPHIC: Six “Super Agent” Customer Service Resolutions for 2015 - December 29, 2014