Back offices in the public and private sectors are now under increasing pressure to reduce operating costs while improving quality and the customer journey. And the long-lasting worldwide economic slowdown has turned the back-office issue into a top priority. During the past 2 years, back-office workforce optimisation (WFO) suites have emerged. These suites combine and integrate the capabilities from a variety of best-of-breed solutions, production operations management concepts and best practices from similar contact center solutions.
These WFO suites have the potential to vastly improve the effectiveness and performance of back-office operating groups. The return on investment for the small number of early adopters who have embraced the back-office WFO suites and best practices has been 9 to 18 months.
Read this white paper to learn what these new and emerging back-office WFO suites can do for your organisation.