Overview
For years, the back office has been the “hidden engine” of the organization—essential to delivering on promises made at the front line, yet often invisible when it comes to customer experience strategies. Delays in claims processing, billing corrections, policy updates, or fulfillment don’t just impact operations—they directly shape how customers perceive the brand.
This webinar explores how organizations can shift the back office from a reactive, task-oriented function into a strategic driver of customer satisfaction and loyalty. By combining Workforce Management (WFM) to optimize staffing and scheduling with Performance Management (PM) to monitor productivity, quality, and employee engagement, leaders can create visibility, accountability, and alignment with customer outcomes.
