Blending your front and back office is critical for customer service success, allowing you to offer the best experience to customers. The front office typically serves as a customer’s main point of contact and features various communication channels, including digital options that many have begun to favor. It has nearly always been viewed as a critical part of the customer’s journey, ensuring they can access information from company representatives or automated channels with ease.
While the back office has often been viewed as being separate from the customer journey, that isn’t technically the case. Internal developments and digital transformation efforts can impact customers, so it is important that their perspective is factored in when any new implementations that affect their experience.
Since digital communication is becoming increasingly common, technology is causing the line between the front and back office to blur. Additionally, customers now expect to be able to interact with back-of-house staff, particularly when they have problems that require departmental expertise or niche experience to address.
While many companies are hesitant to pursue the blended approach, it is increasingly becoming a necessity. With the proper digital transformation planning and the right tools, it is even possible to handle the cultural and technological transition with relative ease.
Blending Front and Back Offices through WFO
Workforce optimization (WFO) solutions integrate various contact center technologies and features, even in an omnichannel environment. Everything from performance management to interaction analytics to quality management come together, streamlining select processes and centralizing data from a broad range of communication channel sources.
Plus, WFO systems can provide real-time tracking, providing management with powerful insights into the customer experience that can drive future improvements. The ability to increase customer satisfaction, enhance service levels, reduce redundancies, and cut operational costs all exist within a robust WFO solution.
Many WFO technologies can also centralize back-of-house functions in key areas, including finance and accounting, production, and human resources. The various tools allow front office data to feed into the right back-office departments, enhancing the dissemination of information through a single technology and supporting broader goals through advanced analytics, smart work allocations, case management functions, and automation Back-of-house data also transmits seamlessly to front-of-office customer service representatives, ensuring they can provide accurate information in a timely manner.
Additionally, many WFO solutions are modular. You can select the features and tools that align with your business needs, giving you a flexible, semi-custom result that is easier to deploy. Typically, WFO systems are highly scalable as well, so it can adapt as your business grows or changes over time.
As the number of digital touchpoints customers have available continues to grow, blending your front and back offices can differentiate your company from the competition, improving the customer experience and internal operations. As a result, you can benefit from an enhanced customer journey today and futureproof your business against the developments of tomorrow, ensuring you are ready to meet your customers’ needs through every channel.