Back Office Efficiency. Rachel Lane, Contact Centre Specialist with the Planning Forum explores what it takes to drive efficiency in the Back Office environments within operations, as the boundaries between departments or “silos” blur or disappear all together. How do we drive customer excellence, control costs and utilise the excellence within our staff to deliver all our operational goals?

Innovation Awards Finalists. Learn how 2 day turn-round helped Scottish Power get voted “Online Energy Supplier” by Uswitch in Sept 2009.  Gain insight into how productivity was raised by 20% to 60% across all worktypes and email volumes dropped 20% through root cause analysis and process improvement.  Hear how blending of work across front and back office cut availability in the front office by 4%.  Understand how integrating workforce and performance management with back office systems drove these improvements.