Back Office Workforce Optimisation Advice Hub
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How to measure productivity in the back office
Your back office plays an important part in the customer experience. Let's start measuring it!
How to embrace technology to transform and future proof your contact centre and back office
Why are organisations missing a trick when it comes to technology in the back office when the tangible benefits are far reaching?
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Do You Lack Visibility Of Productivity And Effectiveness In Your Back Office?
So, your back office is busy, your staff look like they’re working hard, but do you really have any visibility of what they are busy working on?
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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
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.
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.
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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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…
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
Meet Andy - Operations Manager
Interested in finding out more about Back Office Workforce Optimisation