The art of solving performance problems

Enterprise Application Performance

Subscribe to Enterprise Application Performance: eMailAlertsEmail Alerts newslettersWeekly Newsletters
Get Enterprise Application Performance: homepageHomepage mobileMobile rssRSS facebookFacebook twitterTwitter linkedinLinkedIn

Application Performance Authors: Elizabeth White, Jason Bloomberg, APM Blog, AppDynamics Blog, John Worthington

Related Topics: Enterprise Application Performance

News Feed Item

Back Office Workforce Optimisation to Unleash Hidden Productivity and Improve the Customer Experience

- EMEA and APAC markets trail behind North America in adopting these high-impact service delivery tools, finds Frost & Sullivan

LONDON, May 15, 2015 /PRNewswire/ -- The shift of power into the hands of consumers has made it imperative for organisations to improve standards of service delivery through back office workforce optimisation (BOWFO). Companies are rapidly realising that customer service is no longer the sole province of the front office and are identifying the impact unresolved issues in the back office have on the overall business. Thus, BOWFO tools, which can cut down inefficiencies, while maintaining and boosting quality, process compliance and resource allocation, can be expected to witness significant traction globally.

Photo -

Despite the major cost pressures on account of the strained global economic climate, organisations are readily adopting BOWFO, reveals the new study from Frost & Sullivan, Profiling the Back Office Workforce Optimisation Market ( A canon of forces, which include faster return on investment, increased productivity, enhanced customer service delivery, and greater transparency have been motivating organisations to invest in BOWFO solutions.

For complimentary access to more information on this research, please visit:

"The North American market has demonstrated the highest uptake rates, with a large number of early adopters of BOWFO tools in comparison to Europe, the Middle East, Africa (EMEA) and Asia-Pacific (APAC)," said Frost & Sullivan Information & Communication Technologies Principal Analyst Nancy Jamison. "Strong labour laws in EMEA and a cautious approach to investment in APAC have kept these markets behind North America in terms of the adoption curve."

Although BOWFO tools are gaining popularity, tenured management in most organisations still rely heavily on spreadsheets for resource planning, performance management, and other operational needs. Many back office managers believe that their issues are so unique that no out-of-the-box solution can improve performance levels. This has resulted in the suboptimal uptake of BOWFO tools.

The lack of awareness on the benefits of BOWFO and the existence of competing solutions that partially address back office issues are key challenges for the market. The misplaced belief that front office WFO solutions can be retrofitted to suit back office operations is also a cause for concern.

"Vendors should build awareness on these solutions to convince senior management of BOWFO's potential to support the efficient and effective delivery of brand promises while creating a true omni-channel customer experience," advised Jamison. "Along with this, they must introduce BOWFO solutions that can act as an extension to front office WFO solutions and provide a unified view for managing the workforce, allocating work, and ensuring its dependable completion."

"With the right BOWFO solutions, market participants can exploit the tremendous growth opportunities that the emerging market holds," concluded Frost & Sullivan Information & Communication Technologies Lead Consultant Martin Hoff ter Heide. "Though the financial services and insurance industries are the leading early adopters of BOWFO solutions, other sectors, including government, healthcare, telecommunications, utilities and pharmaceuticals will catch up over time."

Profiling the Back Office Workforce Optimisation Market is part of the Contact Centres & CRM ( Growth Partnership Service program. Frost & Sullivan's related studies include: Growth Verticals: Customer Care Outsourcing North America, 2014 North America Hosted/Cloud Contact Centre Buyers Guide, 2014 North American Contact Centre Systems Buyer's Guide, and EMEA Hosted Contact Centre Services Market. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

  • The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
  • The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organisation prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

Contact Us: Start the discussion

Join Us: Join our community

Subscribe: Newsletter on "the next big thing"

Register: Gain access to visionary innovation

Profiling the Back Office Workforce Optimisation Market

Edyta Grabowska
Corporate Communications – Europe
P: +48 22 481 62 03
E: [email protected]

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.