Back office optimization is the process of streamlining and automating workforce tasks that occur in a contact center, and aligning back office functions with front office workflows in order to improve customer experience (CX) across the customer lifecycle.
An optimized back office is key to providing a consistent, seamless end-to-end customer journey. Typically, the back office departments—accounting, IT and human resources—are independently operating departments with disconnected tasks that can easily affect the overall customer experience which can lead to frustrated, disenchanted customers and employees. Genesys-optimized back office solutions offer the tools to create a seamless customer journey and empowered employees, improving customer satisfaction and retention.
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