Customer operations: Six best practices for connecting customer service resources

Description: The reality is many customer service cases are not resolved by the contact center. Often the front, middle and back offices, as well as the field teams, need to come together to resolve complex issues. Relying on extreme heroics in the contact center to solve one problem and then the next is not sustainable. What’s needed are repeatable, automated workflows that ensure everyone knows what needs to be done and can do it, wherever they are, whenever it’s needed. In the ideal scenario, potential issues can be identified and fixed before customers ever see them. So, how do you achieve this level of seamless, cross-organizational assisted service.