Back Office Virtual Roundtable 2019

Overview

Our expert panel and customers joined a virtual roundtable on back office best practices.

The topics covered were:

Blending back office and contact center activities.
Capacity planning for the back office.
Establishing and measuring handle times in the back office.
Tracking work items touched by multiple employees or touched multiple times by the same employee
Preparing by repairing broken workflows.
Patience and perseverance in back office workforce optimization.

Blending back office and contact center activities.

Capacity planning for the back office.

Establishing and measuring handle times in the back office.

Tracking work items touched by multiple employees or touched multiple times by the same employee

Preparing by repairing broken workflows.

Patience and perseverance in back office workforce optimization.