Let’s Humanise Back Office Operations

So I’ve been writing about how inefficient back offices negatively impact customer experience for years. Check out: Focus Your Back Office on the Customer vs. the Transaction and Back Office Falling Behind? Balance Customer Centricity and Efficiencies. And recent research validates this claim:

Errors and delays in the back office are the #2 cause of customer dissatisfaction.

– The Business Value of a Next-Generation Back Office, Aberdeen Group, 2017

But organisations are still lagging … Read More

Financial Compliance in 2020: a review of the state of play in Asia

Compliance in the financial services industry is evolving rapidly with changing regulation, the use of new communication channels, and emerging technology. However, the economic and regulatory diversity of the Asian region presents further unique challenges in achieving compliance.

From engaging people and changing culture to adopting technology and managing costs, compliance is a global conversation. However, Asia sits within a unique landscape with its own varying implications.

In 2020 and beyond, leaders must think strategically … Read More

U-Haul: A Company on the Move to Elevate Agent and Customer Experience

In business since 1945, moving equipment and storage rental giant U-Haul needed to simplify its contact centre operations. Conducting one million transactions a month and handling 25 million calls annually for 12 lines of business, its contact centre is critical to keeping its customers and business operators moving forward to support the company’s growth.

Between 2010 and 2020, U-Haul’s contact centre workforce grew more than six-fold – from 400 to 2,500 agents. As a result, … Read More