BrandPost: Next-Generation Operations: When the Back Office Becomes the Front Office

We’ve all had this type of experience: You call a company’s customer service line. You answer a series of questions about your identity and account information, after which you’re shuttled off to another representative who asks the same questions all over again. If you’re transferred again, chances are you go through the gauntlet a third time, your blood pressure rising with each handoff.Companies don’t annoy their customers like that because they want to. They do i