The emergence of back-office workforce optimisation suites

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.