Back Office

Top Contact Center Priorities for 2021, the Year of Recovery

January 29, 2021May 13, 2021
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Back Office, Best Practices, Cloud Technology, Cloud-Based Systems and Applications, COVID-19 / Pandemic, Customer Experience (CX), Digital Transformation, Employee Engagement / Life Cycle Management, Management & Operations, Self-Service / IVR / IVA, Strategy, Systems & Applications, Work-From-Home

Back-Office Departments Are Essential to the Customer Experience

June 25, 2016
Back Office, Publications

Transforming Your Contact Center Into an Essential Corporate Contributor

April 10, 2013
Back Office, Contact Center, Operations [Back Office], Publications, Social Media, Strategy

Back Offices: It’s Time to Change the Work

November 19, 2012
Back Office, Operations [Back Office], Performance Management [Back Office], Publications

It’s Time to Get Serious About Back Office Performance

October 25, 2012
Back Office, Publications, Technology [Back Office]

Should Contact Center Agents Do Back-Office Work During Slow Period

July 19, 2012
Back Office, Operations [Back Office], Publications

Desktop analytics: A game changer for contact centers, back offices

March 13, 2012
Back Office, Contact Center, Desktop Analytics, Operations [Back Office], Publications