BACK-OFFICE INTEGRATION
BY SHARON SHELLY, NICE
ILLUSTRATION PROVIDED BY ADOBE STOCK
CHANGING THE WFM GAME HOW CRM PLATFORMS CAN HELP SCORE CORPORATE GOALS WITH BACK-OFFICE PLAYS.
When we think about customer experience( CX), it’ s easy to focus on support agents, chat tools, or self-service apps. But here’ s the truth: behind every great interaction, there’ s a whole lot of unseen work happening- approvals, documentation, compliance checks, and follow-ups- all taking place in the back office. And this is where things can get messy. For many companies, the process after the first customer interaction is still a black box. Teams are working in silos. Operations are fragmented. And leaders?
50 CONTACT CENTER PIPELINE
They’ re often left with more questions than answers. Meanwhile, the C-suite is expecting stronger performance all around to help the business succeed in a highly competitive environment.
There is good news. Thanks to modern and integrated CRM platforms and workforce management( WFM) solutions, contact centers can tear down the walls between customer-facing interactions and back-office operations: and meet( and surpass) corporate goals and expectations.
... BEHIND EVERY GREAT INTERACTION, THERE’ S A WHOLE LOT OF UNSEEN WORK HAPPENING... ALL TAKING PLACE IN THE BACK OFFICE.