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Back Office

Discover our range of materials on optimising back-office processes to support front-line operations in BPO and contact centres.

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How to Calculate Occupancy On Back Office

How to Calculate Occupancy On Back Office

Back Office Service Level

Back Office Service Level

12 Guaranteed Ways to Ruin Your Integration With the Back Office

12 Guaranteed Ways to Ruin Your Integration With the…

5 Ways to Reconnect Your Back and Front Office

5 Ways to Reconnect Your Back and Front Office

Robotics Automates Back Office

Robotics Automates Back Office

How Do I… Integrate my Back Office into the Contact Centre?

How Do I… Integrate my Back Office into the Contact…

Getting to 80% Rate of Back-Office Workforce Utilisation

Getting to 80% Rate of Back-Office Workforce Utilisation

How Contact Centre Technology Can Improve the Back Office

How Contact Centre Technology Can Improve the Back Office

Social Media Survey Results

Social Media Survey Results

Top Tips for Back-Office WFM

Top Tips for Back-Office WFM

Call Centre Salary Survey 2011

Call Centre Salary Survey 2011

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?