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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?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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