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Back Office Workforce Optimisation Advice Hub

Business Intelligence in Call Centres

The Future of Front and Back Office Workforce Blending (White paper)

Find out how blending can be seen as the latest stage in the evolution of workforce optimisation (WFO) strategies

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Contact Centre Solutions  

When was the last time you revisited your back-office operations?

If you’re like most companies, you’ve probably been managing your back-office in the same way for many years. The problem however is that, with added communications channels and customer expectations, the volume of work in the back-office continues to increase.

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Contact Centre Workforce Management  

Case Study - ReAssure reduced operating costs by 15% with OPX 

Due to the scale and nature of its business ReAssure was experiencing a year on year growth in operational costs. OPX enabled ReAssure to change the way its business was operating and performing on a day to day basis. 

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Contact Centre Workforce Management  

Coming up against teething issues when blending your front and back office? 

In our experience there are common mistakes that can easily be made, so we’re going to focus on what not to do when blending the back office with your front office!

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Contact Centre Workforce Management  

How a Blended Workforce can transform the Customer Experience

We’ve all heard of blending. There’s simple blending – like the mixing of a couple of ingredients together to create…

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Contact Centre Workforce Management  

Meet Declan - Back Office Administrator 

Declan works in the back office for a large insurance company selling and administrating life policies. 

He sometimes finds it hard to: 

  • balance the workload against his abilities
  • isn't always sure which job is best to handle first
  • develop his skills 
  • get rid of monotonous tasks

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Contact Centre Workforce Management  

Meet Andy - Operations Manager

Interested in finding out more about Back Office Workforce Optimisation

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