Through its partnership with Aspect, a global provider for contact centre, workforce and back-office solutions, Ninzi-Connect is proud to announce its offering of the Aspect Back-Office Optimizer product to improve your business productivity and customer satisfaction through purpose-built back-office controls.
The customer's experience through a contact centre can be frustrating or inconsistent, which has a direct impact on customer satisfaction and loyalty.
Improving the customer's journey throughout the organisation is a key driver for any business operation with extensive customer contact.
Customer service belongs to operations. With Aspect Back Office Optimisation, Ninzi-Connect provides your organisation a total solution that introduces consistent, improved management working practises and ensures the right people and skills are in the right place, at the right time in order to achieve optimal productivity.
The Back-Office Optimisation features give you the ability to:
* Meet increasing customer expectations for service at lower cost.
* Manage work based on resource skill and availability.
* Adjust work priorities based on real-time workforce supply and transactional demand.
* Capture unexpected work activities measuring true productivity.
* Capture work activities irrespective of its source i.e. Outlook, Excel, Paper Trail, Database etc.
* Provide out-of-the-box near real-time, historic and predictive management information.
* Measure quality of service through process and activity analysis.
* Seamless integration with your existing customer relationship management or workflow management tool to enhance operational efficiencies.
What's different about today's workplace...
Since the beginning of the digital age, providing superior customer service has always been an integral part of any organisation. Customer satisfaction and loyalty is highly dependent upon perceived customer service whether it is via the internet, brick and mortar centres or customer contact centres.
In today's competitive climate customer expectations must also be exceeded for commercial success. We have heard and seen from our customers a few trends taking shape in the modern workplace. Corporations are constantly driving the need to produce more output at a lower cost and provide accurate operational information all while providing an enhanced customer service.
New technologies and tools are changing the way businesses are run, giving companies a competitive edge that permits greater flexibility and increased responsiveness, solving problems and capitalising on opportunities in real-time instead of the next business day, when it may be too late.
New usage models for operational excellence provide the foundation for even greater end-user productivity and customer satisfaction.
The Back-Office Optimisation suite is changing the way executives and managers run their back and front office operations providing an enterprise-class unified platform to manage your staffing requirements, business processes, work activities, and enable you to monitor and manage efficiencies creating a truly positive end-to-end customer experience.
What are other companies saying..?
"Resolution has achieved significant operational management benefits in terms of improved service, quality and productivity through the use of, for example, Aspect software and principles. The information provided by the software has given us the ability to monitor end-to-end processes on a real-time basis and make the right decisions, whilst staff performance has improved at all levels." - Guillaume Minnaar, IT & Operations Manager.
"While the back-office is often overlooked by even the most customer-focused organisations, studies find that there are three times as many back office workers as there are contact centre and front office employees." - DMG Consulting.
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