What Is Back Office Management?

Back office management

Back office management is the administration of a company’s human resources, technology and services. The back office typically supports, and works to deliver on, the objectives and promises of the front office team.

Back office departments are historically far less efficient than customer-facing organizations or contact center operations. The lack of coordination between various systems causes a maze of disconnected workloads, systems, and people. Without optimal workload management, tasks and customer communication are siloed, resulting in frustrated customers and unmotivated employees. Organizations who manage the back office successfully see an increase in customer and employee satisfaction and overall brand loyalty.

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Back office management

Keep exploring

Employee performance management

Workforce engagement management

Workforce forecasting and scheduling