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Back Office Virtual Roundtable 2019


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.