How to gain competitive advantage

David Scott explains why back office optimisation underpins competitive advantage and how its transformation reaps significant rewards regardless of sector or commercial environment.

Software

The Pain Removed by Back Office Optimisation

The Pain Removed By Back Office Optimisation & The Barriers Faced

Many organisations have yet to fully explore the value of implementing back office optimisation solutions and tools, yet the pace of adoption has accelerated as CEOs and COOs have come to recognise a variety of compelling benefits. Process management By providing accurate data around workloads, team performance, backlogs and reworks, managers can gain greater clarity …

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The Pain Removed by Back Office Optimisation

The Pain Removed By Back Office Optimisation & The Barriers Faced

Many organisations have yet to fully explore the value of implementing back office optimisation solutions and tools, yet the pace of adoption has accelerated as CEOs and COOs have come to recognise a variety of compelling benefits. Process management By providing accurate data around workloads, team performance, backlogs and reworks, managers can gain greater clarity …

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Back office impact on customer experience

Back office operations and the impact on customer experience

In most organisations, the term “back office” typically refers to the people responsible for carrying out the processes which ensure the efficient and effective delivery of customer services, yet without any verbal or customer facing interaction – because back office typically remains behind the scenes. A big impact However, don’t take this lack of direct …

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Why Back Office Optimisation Underpins Your Competitive Advantage

Why Back Office Optimisation Underpins Your Competitive Advantage

Almost all customer-centric organisations face three common challenges:1. Removing costs from their operations2. Delivering consistently high standards of customer service to increase customer satisfaction levels3. Ensuring consistent quality to minimise risk and compliance issues Constant Change Yet none of these goals is a fixed target, because firms must aim to deliver them within a constantly …

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Do you know how efficient your back office is from both an internal and customer perspective?

Do you know how efficient your back office is from both an internal and customer perspective?

Do you know how efficient is your back office operation from an internal perspective and from a customer perspective? Is your back office optimised with a small cost base and is it delivering consistent, high quality service for your customers? If you are serious about delivering competitive advantage through improved service and reduced cost then …

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Do you know why back office work management software is key to competitive advantage?

Do you know why back office work management software is key to competitive advantage?

If you’ve ever been involved in a Call Centre operation then you’ll probably be familiar with the acronym ACD, or automatic call distribution. ACD software has revolutionised the front office, enabling operations to handle large volumes of inbound calls more effectively. The concept is simple yet extremely effective – distribute incoming calls to Contact Centre …

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Forecasting, the critical component to operational excellence

Forecasting, the critical component to operational excellence

In this post we’ll be looking at forecasting. We’re not talking about big three-year financial forecasts. We’re talking about operational forecasting. We’re talking about understanding what’s coming up in terms of workforce demand, because whether that’s the next six weeks or the next six months, forecasting is key to ensuring consistent service delivery for your …

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