- Expert views and opinions to stimulate your thinking
- Keep pace with challenges and innovations for your business
- Gain new vision into the transformation of back office operations

ActiveOpinions from ActiveOps

Responding to the increasing demand for back office workforce optimization

At ActiveOps we’re known to be opinionated! And ready to share our opinions about the issues and challenges important to your business. We’re incredibly passionate about our special area of expertise: the optimization of back office operations. Our senior team combines nearly 100 years of experience working in, improving, transforming back office operations for our customers. Keep up with trends, debates, ideas, thoughts from our experts. Share our views via ActiveOpinions.

Why are we so passionate about this subject?

We want to share our awareness of the millions of workers around the globe in the business of back office  services operations. As a substantial component of the modern workforce these people touch many more millions of lives on a daily basis. They process our mortgage applications, file our insurance claims, assist with  having our taxes assessed accurately or our benefits paid appropriately. Their performance affects the reputation and brand of their employers.

Team leaders in this business represent a layer of managers with the greatest direct impact over the working life quality of these individuals. Ultimately, this relates to a profound influence over the ability of the companies for which they work to exist, grow and thrive in a continuously changing , faster-paced world economy.

ActiveOps provides the technology, talent and skills that supports an evolving, and enabling, vision of back office operations.

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Edition 5 – How the best managers solve the puzzle of improving performance and engagement

So, you want improved engagement and performance? Of course, who doesn’t?
Fortunately, extensive research by Gallup and experience of working with global companies over the last 20 years has shown there are some simple things that need to be in place to create engaging places to work that also generate improved performance.

First, it’s important to explain why generating an engaged workforce is beneficial and also the link between engagement and performance.

Edition 4 – Managing Millennials in Service Operations

Many millennials will be employed in the front and back offices of financial services, outsourced operations and shared services that make up such a large proportion of the developed world’s economy.

As service operations enterprises seek to improve their performance, many of them have adopted management techniques and technologies collectively referred to as Workforce Management (WFM) or Workforce Optimisation (WFO).

Edition 3 – WFO Data – Its not what you’ve got, its what you do with it

It is often the recourse of managers of certain age to quote Deming, and possibly one of the most quoted expressions is: “Without data you’re just another person with an opinion”.

Deming has often been quoted as suggesting that “The System” accounts for 90% to 95% of performance. This is one of the reasons he railed against performance appraisal systems, incentivisation and such like. Working on the 5% rather than the 95% was both costly and counterproductive in his eyes. Only by giving people the opportunity to perform will you get the most out of their willingness and ability.

Edition 2 – Cobotics – Introducing Robots Without Tears

Robotic Process Automation (RPA) is making waves in the mainstream and Business Process Outsourcing (BPO) press with predictions ranging from the over-blown “the end of work as we know it” or “the end of the middle class” to the prosaic “increasing efficiency by 35% in areas where RPA is adopted”.

Edition 1 – Service Operations as a Competitive Advantage

Far from being the Cinderella discipline, back office operations can make or break an enterprise. It is the shop window. It is where promises made become promises delivered – or not. So we discuss how modern technology can create a management operating system that takes operations up the maturity curve towards helping an enterprise to rise above its competition