Contact Center Solutions Featured Article

Is Your Back Office Prepared?

October 10, 2012

The back office is no longer just kept in the back; it’s more and more frequently becoming part of the overall contact center operations planning process. As such (or even without such, it’s important nonetheless), proper planning for the Back Office function is essential, and often tricky.

The back office is the behind-the-scenes of your business, and as anyone who’s worked in a tech crew can confirm, that’s where the important things happen. The back office is where operations processes are refined and software tools are put to work, with deadlines and quotas haranguing the workers at every turn. Fortunately, there are workforce optimization solutions and strategies one can use to make sure efficiency and quality are at their best.

Workforce Optimization (WFO) for the back office is basically a strategy that matches work volume and resources. It monitors each employee’s productivity and performance, finding where there are weaknesses and helping to fix them.

Quite often, back office WFO uses monitoring through volume and data capture, as well as scheduling, capacity modeling, and strategic planning. This ensures each employee’s strengths are being put to good use, and everyone has an equitable workload that matches their strong suits.

With technology such as Bay Bridge (News - Alert) Decision Technologies’ CenterBridge, data can be gathered from a variety of sources to determine a Back Office strategy that works for you. One can and should develop staff and capacity plans that meet their goals, as well as preparing for any scenarios or problems that may arise.

For those who want to know more, the third part of a webinar on back office capacity planning, hosted by BayBridge, will happen today. Those interested can register at here.




Edited by Brooke Neuman

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