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 …
Back Office
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 …
Cutting Back-Office Staff the Right Way
The Problem: Mortgage processing (origination and servicing), credit card approvals, insurance claims processing and government program management are operating groups that are in serious need of re-engineering. These groups are overstaffed, underperform, lack basic controls and oversight, and management is often clueless about what is …
Back Office Workforce Management (WFM) Practices
Most back-office operating environments with 50 or more employees and three or more activities should invest in a workforce management solution. Workforce management solutions forecast the number of employees needed to perform each task, and create optimized schedules to ensure that work is completed at …
Aspect FC Tops the League at the Customer Strategy Day 2013
Nestled in the heart of Burton upon Trent in Staffordshire, England, lies the Football Association’s brand new centre of excellence for football (soccer, for non-Brits!), St George’s Park. A stunning facility not only designed to provide a training base for visiting European football teams, one …
Making the Back Office an Engine for Exceptional Customer Service
It seems obvious, but consider how all of your company’s customer service initiatives and goals are supported, directly or indirectly, by the back office processes you have in place.
Take just one customer’s experience. How is it changed depending on the speed and quality of fulfillment? …
Optimizing Your Back Office Performance
While often unseen by customers, the back office plays a crucial role in your business operations. The phrase “back office” originated from the placement of people who are fulfilling administrative tasks – way in the back, sight unseen. However, in today’s society where the customer …
Three Standards for Creating Successful Distributed Workplaces
Managing employees in different locations around the globe can be an intimidating prospect for many organizations. But, as Chris Lema explains in his latest presentation Having Success in Distributed Contexts, it really comes down to one thing:
Communication is king and it is constant, measured, and …
Better Workflow and Visibility Improves Service Experience for LifePlans Customers and Agents
Agents at LifePlans not only serve the needs of individual long-term care insurance or health plan members, they’re often asked to interact with an extended “family” of external care associates – from relatives to doctors to clinical and non-clinical staff and resources alike. This adds …
Managing the Holiday Rush in the Contact Center
That time of year is well underway: when familiar jingles inhabit the radio, all your cups are red and white, and the scent of pine is ever-present. Yes, it’s the holiday season, and while you may have already been flying high on holiday spirit for …