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Customer Engagement

Putting the Back Office Front and Center in Your CX Program

iStock-907843354_two ladies in back office_resized.jpgIn my new blog for Customer Think, I discuss how the impact of the back office should not be underestimated when discussing the customer experience.

Have you ever had an incorrect bill? Then you get it.

For many organizations, it’s easier to justify investing in contact center innovation—after all, those employees are the face of the company to the customer, right? In their efforts to make front-line improvements, however, companies can forget the importance of the back office on customer satisfaction.

As enterprise CX programs mature, more and more companies are realizing the importance of the back office to CX. I'll explore why that is such good news.

Read more.


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