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 used to be substantially less efficient than customer-facing organisations and call centre operations.

Back offices become inefficient when different systems are not coordinated. This leads to a disconnection between systems, people and workloads.

Employees become unmotivated and customers frustrated without optimal workload management and in situations where customer communications and tasks are siloed.

When a back office is successfully managed, organisations benefit from an increase in employee and customer satisfaction. This in turn drives brand loyalty.

A back office management solution from Genesys will empower your company to deliver exceptional customer service

Genesys’s back office solutions will help you to retain your employees as well as to deliver outstanding customer service.

The benefits of Genesys’s back office management include:

• Automated and skills-based routing driving workforce efficiency.
• Improved operational costs management leading to a better-performing business.
• Empowered and engaged employees.
• Continuous workforce optimisation resulting from workloads, employees and systems that are connected.

There are hidden opportunities in your company that a well-managed back office can reveal.

By identifying these opportunities, you’ll be able to drive peak performance throughout the customer lifecycle.