The Repeat Contact Problem: The Back-Office Answer
When front-office fixes aren't moving the needle, the problem is often behind the scenes.
Vice President and Principal Analyst Aberdeen Strategy & Research
Head of Product Marketing, WFMNiCE
Your agents are hitting their targets. Scores look fine across every channel. Customers are reaching back out anyway. Something isn’t adding up.
Billions have been spent optimizing the contact center. Aberdeen research found a lot of it is fixing the wrong end of the problem. The bottleneck isn't your agents. It's what happens after the interaction ends.
NiCE and Aberdeen aren't here to tell you to hire better agents. They're here to show you where the issue actually lives and what leading CX teams are doing about it.
What you'll learn:
- Why the problem is almost always hiding in the back office, not the front
- How connecting operational data to agent workflows shrinks handle time and stops the cycle
- The three foundational requirements for back-office integration that actually make it stick
- How to build the business case for back-office integration at your company
Stop optimizing the symptom. Fix the root cause. Register now.
