Back-Office Solutions Headlines and Bylines

Data entry errors, workflow delays and billing mistakes in your company's back office can unnecessarily jam up the call center with increased call volume. Stem the tide of unnecessary calls by integrating management and data sharing between the back office and the contact center.

Part two of this two-part series looks at how back-office operations can take a lesson from the contact center by embracing a workforce optimization strategy-with supporting technology and business processes-designed to improve operational efficiencies, customer satisfaction, and even the bottom line.

Given current market pressures, insurers are looking to maximize output (faster turnaround, better service, fewer errors) for equal or lower costs. Typically, the claims operation harbors the largest percentage of the workforce within an insurance organization. This article explains the limitations of BPM/workflow and how workforce optimization can compliment and expand the benefits of a customer's existing workflow solution.