Our recent survey reviewed how the Back Office is using both Desktop Applications and Social Media.
Our findings show that, although the Back Office is now handling much more and has become increasingly complex, it doesn’t get monitored so much as the call centre.
40% of respondents did not have any criteria or metrics to measure back office performance, yet back office staff are having to cope with using multiple applications and complicated data streams.
The inefficiencies we have observed in the contact centre created by multiple applications and complex data handling are mirrored and even amplified in the back office! It therefore makes sound business sense that both should be monitored properly.
rostrvm BackOffice rationalises desktops, simplifies navigation, tracks activities and provides management information to give you control of your back office and drives productivity and process improvement. For details contact us.