How to Engage Upstream Functions to Increase Customer-Facing Value
Your contact centre is a treasure trove of insights that upstream functions – engineering, finance, IT, facilities, etc. – should be weaving into their decision-making and handoffs. The more they’re in-tune with customers’ realities, the more anticipatory they can be in preventing unnecessary strain for all parties. This can set off a high-value cycle that inspires innovations of all kinds and holistic management upstream, freeing customer-facing resources for more proactive advocacy and ROI.