Curating Back-Office to Drive Member Experience
Front office operations in contact centers have come a long way in measuring and understanding customer expectations using voice of customer (VOC) root cause analytics. However, front office and back-office operations often remain discrete silos, operating independently of one another, with disparate technology platforms, processes and people. Back-Office operations are primarily measured by efficiency and effectiveness while front office processes are measure on NPS, FCR and reducing member effort. We will explore how front office "up/down stream" back-office improvements will reduce costs and improve customer satisfaction.
In this session, Melissa O’Brien, Research Director at HfS and Teleperformance will:
- Highlight the existing front office, middle office and back-office silos
- Introduce HFS’s exciting concept of “Intelligent OneOffice™", vision, discuss frameworks and best practices for integration
- Provide insights into integrating them to One Office and how sharing synergies between the two divisions will lead to an improved customer experience
- Discuss real life examples using case studies of specific back-office processes that can be integrated with front office to lower the total cost of ownership.
Watch more about this Serie
![](/media/2vdi21fo/danny-kuivenhoven.png)
Danny Kuivenhoven
Global Head of Generative AI
![](/media/tcnd2vry/pframe-1.png)
Jeff Schilling
Global CISO at Teleperformance
![](/media/fwepszjm/nathan-coffey.jpg)
Nathan Coffey
Chief privacy officer at Teleperformance
![](/media/ltklwlgx/1671069210786.jpeg)
Angelica Verjel
Latam Digital strategy and transformation director
![](/media/rkpdakrg/aa1578535661694-1.png)
Miguel Calderon
Latam solutions leader and AI consultant
![](/media/lsxokzrt/sergio-caldero-n.png)
Sergio Calderón
Digital transformation consulting manager - Healthcare
View episode
![](/media/ltklwlgx/1671069210786.jpeg)
Angelica Verjel
Latam Digital strategy and transformation director
![](/media/rkpdakrg/aa1578535661694-1.png)
Miguel Calderon
Latam solutions leader and AI consultant
![](/media/5pbmj5rr/angela-sa-nchez.png)
Angela Sánchez
Latam SME, Retail and CPG
View episode
![](/media/st0pq0ra/jorge-de-brigard.png)
Jorge de Brigard
Latam Digital Transformation Manager for Financial Services and Insurance
![](/media/ltklwlgx/1671069210786.jpeg)
Angelica Verjel
Latam Digital strategy and transformation director
![](/media/rkpdakrg/aa1578535661694-1.png)
Miguel Calderon
Latam solutions leader and AI consultant
View episode
![](/media/sienvcu4/1681906674711.jpeg)
Paul Joustra
SVP of Transformation at
![](/media/n1sccjd3/daan-van-der-mijden.jpg)
Daan Van der Mijden
Director of Customer Services at Samsung
![](/media/vx5it1yx/schermafbeelding-1.png)
Marco Brouwer
Contact Center Manager at Teleperformance
View episode
![](/media/sienvcu4/1681906674711.jpeg)
Paul Joustra
SVP of Transformation at
![](/media/n1sccjd3/daan-van-der-mijden.jpg)
Daan Van der Mijden
Director of Customer Services at Samsung
![](/media/vx5it1yx/schermafbeelding-1.png)
Marco Brouwer
Contact Center Manager at Teleperformance
![](/media/2vdi21fo/danny-kuivenhoven.png)
Danny Kuivenhoven
Global Head of Generative AI
![](/media/eeydzjxv/ben-kirby.jpg)
Ben Kirby
Global SVP Learning and Development
![](/media/y3rnxxij/michael-aronowitz.jpg)
Michael Aronowitz
Executive Vice President Digital Sales & Strategy at
![](/media/sienvcu4/1681906674711.jpeg)
Paul Joustra
SVP of Transformation at
![Melissa O'brien](/media/qqynev1o/melissa-o-brien.png)
Melissa O'Brien
Head of Research Operations, HFS Research
Maybe you like
![Webinar And Events Card](/media/gj4lsubo/webinar-and-events-card.jpg?anchor=center&mode=crop&width=360&height=447&rnd=133428268189930000&quality=80)
GenAI en el Sector Salud: Casos de Uso y Beneficios Tangibles
In health, digitization & tech fuel a care revolution: efficiency, accessibility, quality.
![Webinar And Events Card](/media/gj4lsubo/webinar-and-events-card.jpg?anchor=center&mode=crop&width=360&height=447&rnd=133428268189930000&quality=80)
GenAI en la Industria de Retail: Casos de Uso y Beneficios Tangibles
How been driving more effective and personalized decisions in a world of constant digitalization.
![Webinar And Events Card](/media/gj4lsubo/webinar-and-events-card.jpg?anchor=center&mode=crop&width=360&height=447&rnd=133428268189930000&quality=80)
GenAI en Servicios Financieros: Casos de Uso y Beneficios Tangibles
How drive smarter, more personalized decisions in an increasingly digital world.
![Webinar And Events Card](/media/gj4lsubo/webinar-and-events-card.jpg?anchor=center&mode=crop&width=360&height=447&rnd=133428268189930000&quality=80)
Strategic Partnerships: the Samsung Case
Samsung & Teleperformance: A partnership that fuels innovation.