Mmm K.

Customer experiences are shaped by many functions, departments and touch points across the customer service value chain. Store fronts, branch locations and contact centers play important roles. Another less customer-facing group that is equally critical to the customer service equation is the back office operations. Many organizations underestimate the impact back-office operations processes have--and how inefficiencies in any one department can ripple into others, resulting in call volume spikes into the customer-facing contact center, mounting customer frustration, and when extreme, churn. For instance, when companies identify the underlying motives for repeat visits or calls into their stores, branches and centers, they may find incorrect order fulfillment, processing delays and improper billing prompting customers to contact them. Unnecessary repeat calls or visits due to a lack of quality and process controls in back office operations not only impacts the bottom line, but also can signal declines in customer satisfaction.