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, with your customers feeling 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.