May 15, 2017

Robotics & Back Office Performance – Customer Strategy & Planning Conference


We recently attended the Customer Strategy and Planning Conference 2017 in association with the Forum. We were delighted to play host to two extremely informative and productive round table discussions on robotics, back office performance planning and best practice.

The following are some topics that were raised and discussed at length:

1. The data you have vs the data you need

Having the right data is crucial for management to portray an accurate picture across the back office and its impact on the organisation, whilst being able to respond quickly and effectively to changes in the business environment. Vital information to support this include efficiencies, staff down times, skills shortages and bottlenecks.

2. Achieving quality and productivity with robotics

Robotics can automate simple steps to remove monotonous admin for employees, whilst also providing extra resource for lower level tasks during peak times.

But where do we start and how to we ensure quality is not compromised?

3. But are robotics for everyone?

Whilst they can create consistency, Robotics are not impactful on diverse or cases and at times a ‘human touch’ will be required.

When do we say no to Robotics and how do we get the balance right between man and machine?

4. Avoiding failure in the call centre

Analytics are critical to identifying variances which create inconveniences, we look at forecasting and what makes this possible and effective.

5. Instilling a ‘right first time’ ethos

Through robotics:

  • maximize window of time to capture data
  • use robotics to automate data entry in back end
  • fast is not always best
  • checklists support quality

Over the next few weeks we will be bringing you a more in-depth look at the issues and insights above, from our team of experts at Corporate Modelling.

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