Think of a swan gliding across a lake. On the surface, it looks effortless — calm, graceful, in complete control. To your customers, that’s your front office: the welcoming voice, the reassuring chat message, the quick resolution to a concern.

But beneath the surface, the swan is paddling furiously, unseen yet essential. That’s your back office: the engine room of the customer journey. If those unseen paddles falter — a refund delayed, a shipment missed, an invoice miscalculated — the glide above the waterline stutters, and everything your customer-facing teams worked to build can quickly unravel, breaking the promises made to your customers and causing them to feel the disruption.

For executives responsible for contact center operations and customer care, the back office isn’t merely a cost center to manage. It’s the hidden current that powers customer trust, loyalty and long-term success.

This ebook will show you how to bring your back office into alignment with your customer-facing teams so that what happens under the surface is as seamless and elegant as what customers see above it.