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.
