See the latest articles on Back Office Planning


Mapping the customer journey, planning resources in the back office and managing performance can halve turnaround times, raise productivity 30% - 60% and cut complaints by 30% - 40%.  Using disciplines traditionally linked to the call centre, a multitude of different ‘back office’ processing operations are now becoming truly customer-centric.
 
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Take a look at these articles, videos and links
2013 Back Office Benchmark Survey
Back office and enterprise planning
Back Office Efficiency cycle
Capita Awards Case Study 2011: End-to-end customer journey mapping
Customer Effort - the original Harvard Business Review article
DAS Awards Case Study 2012: Operational solutions drive profit margins
End-to-end planning for back office & field operations
Farrow & Ball Awards Case Study 2012: Integrated service creates value & growth
Hear what our recent Certificate Graduates say about their awards
IFDS Awards Case Study and Site Visit 2014: Planning makes the difference in the back office
National Back Office Forum Report 2012
National Seminar Report:Back Office and MI, Performance Management
npower Awards Case Study 2012: Insight and support transform performance
Planning for back office and processing operations
Putting People First
Real-Time & Operational Planning in Back Office & Enterprise Operations
Thames Water Awards Case Study 2012: Transforming the contribution of planning
The Back Office Maturity Model
The Operational Excellence Model and the Five Steps to Success
View Webinar Recording - Hidden Opportunities in the Back Office


 

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