"Enterprise Performance Optimization is an emerging class of technologies and processes designed to maximize spending, reduce costs, and ultimately increase revenue. Best-in-Class organizations exhibit an increasing focus on customer centric strategies which provide the foundation for EPO initiatives.
EPO uses the tactics and processes in front office operations and applies them to back office operations to maximize profit, revenue, and employee satisfaction," Michiels added.
Aberdeen positions the report as demonstrating the value of collectively leveraging organizational practices in process, performance measurement, knowledge management and technology to optimize contact center operations in order to deliver expected and demanded levels of customer service.
When organizational capabilities and technologies are combined, Best-in-Class companies have proven that they are able to positively affect customer retention and average revenue per contact, putting significant value on the integration of front and back office operations.
In today’s tough economy, customers will be demanding more for less, putting increased pressure on the company to perform. By streamlining processes and tightly integrating operations to ensure optimal performance and customer service, the organization can deliver the greatest value possible out of the contact center.
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