Podcast

In this podcast, Randy Brasche, Director of Product Marketing at Genesys, and ETM’s Ali Klaver explore how companies are applying best practices from the contact center to the back office to improve efficiencies and meet service levels, all while reducing cost.

AK: “Randy, why does the back office want to emulate the contact center or front office?”

RB: “Well, if you think of the contact centre, they’ve had many years to become very efficient. The calls that go into a contact centre get prioritized, routed, sent to the right agent, and so forth. When you look at the back office, they sometimes have six times the amount of workers, three to five times the costs, and a lot of the time they’re very inefficient. And in terms of cost that’s a lot of money companies are spending mostly on individuals in the back office, cherry picking work, not taking the right items, or the work not being aligned to the right person.