How rule engines reduce quality issues and backlogs from skills deficits

How rule engines reduce quality issues and backlogs from skills deficits

It’s common for operations to face quality and service issues due to complex, low volume tasks that require high skill levels due to product variations or versions. With a small number of employees having the skills and experience to complete these tasks they cause bottlenecks resulting in slow service and poor customer experience. In an …

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Why one dimensional investment delivers one dimensional return

Why one dimensional investment delivers one dimensional return

For many years now, the front office has received significant investment to drive down costs and improve performance in competitive markets where customer expectations are high. Thanks to large cost bases and direct customer contact, it has been the obvious place to optimise. However in recent years, the back office has come more into focus …

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The devastating impact optimisation software can have on your back office

The devastating impact optimisation software can have on your back office

The often-neglected back office represents a vast and largely untapped reservoir for performance improvement that the front office has enjoyed for years. Responsible for an array of administrative processes that are fundamental to the smooth running of an organisation, the back office is the engine that drives a company’s performance. Technology is of course extremely …

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Front Office Optimisation Is Just The Tip Of The Iceberg

Front Office Optimisation Is Just The Tip Of The Iceberg

People often underestimate the power of the back office, instead preferring to focus their attention on the front. Yet for forward-thinking businesses, the front office is just the tip of the iceberg; with its vast scale and scope, the back office actually offers the greatest opportunity for improvements that can result in faster services, cost …

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The Benefits Of Back Office Optimisation

The Benefits Of Back Office Optimisation

The most obvious benefits from implementing a back office optimisation solution are enhanced performance management and improved customer experience for competitive advantage. Yet by promoting greater collaboration between front and back office, and giving managers the tools to manage more effectively, the following secondary benefits can be just as compelling. Improved Performance Management Back office …

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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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