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Entries Tagged ‘work allocation manager’

Why Is Meeting Service Level Agreements So Challenging?

Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.  One work item can easily cross three to five functional areas, e.g., contact center, account maintenance, order fulfillment, shipping, billing, etc. […]

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Back-Office Departments Are Essential to the Customer Experience

For more than 20 years, enterprises have downplayed the importance and contributions of their back-office operating groups. These departments are an integral component of the overall customer experience and are involved in many steps throughout the customer journey. While their responsibilities vary by industry, function and company, back-office departments are responsible for processing credit card […]

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