For many organisations, speaking with competitors in your industry about their internal processes may seem counter-productive. Like any business, there are innumerable clever and strategic ways in which your department or company has been able to make cost savings, increase productivity and create operational efficiencies …
Back Office
What should contact centre managers focus on at the start of the new year?
So you’ve just come back from what may have been a few days or a week off over the holiday period. You’re refreshed and ready to start the new business year. So what is it you need to be thinking about when you first get …
Conversational systems are the future and there is no running away from this dialogue
Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …
Contact Center Leaders: Is Your Back Office Ready for the Holiday Rush?
Businesses had plenty to be thankful for this past Thanksgiving—according to MarketWatch, American consumers spent $1.93 billion during the holiday, an 11.5 percent increase from last year. To follow up the strong Thanksgiving sales numbers, Black Friday and Cyber Monday spending hit $5 billion for …
The New Patient Advocate in the Back Office: Workforce Management
During the throes of day to day operations, nurses, medical secretaries and physicians are often facilitating communication between physicians and patients. Patients call daily with triage questions, inquiries about medical instructions, updates on changes in conditions, and to receive test results. Patient calls are typically categorized …
Infographic: 4 Customer Promises that Start in the Back Office… and How to Keep Them!
When you think about improving the customer experience, the back office might not be the first thing that comes to mind. After all, most customer-facing interactions happen in the front office. But without the speed, efficiency and quality of effective back office operations, your front …
Eight Benchmarks for Back Office Effectiveness
In a recent blog, we talked about productivity in the back office being vital to good customer engagement in the front office. For many enterprises, especially those in service-based industries like banking, mortgage origination and insurance, the back office is at the very heart of …
Back Office Productivity is Vital to Good Customer Engagement
In his recent blog, Mike Bourke, SVP & GM Workforce Optimization at Aspect, explained how the level of customer engagement is very directly linked to the level of agent engagement in an “Engagement Cycle” whether it be a positive or negative exchange. We all know …
Customer Experience Takes the Lead Over Productivity
Improving the customer experience has long been the siren’s call of industry analysts and B2C enterprises, but when out of the spotlight, most would have admitted that driving new revenue, cost reduction and risk avoidance were their primary objectives. However a new day is dawning. …
Back-Office Real-Time Work Management Systems vs. Business Process Management
Back offices are people-intensive organizations that often handle and process large volumes of complex paperwork. Senior executives would like to minimize these operating groups, as they are expensive and not typically revenue generators. For the past 10 – 15 years, enterprises have invested in business …