Back-office optimization (BOO)

Back-office optimization (BOO) in customer support refers to the process of streamlining and improving the efficiency of the non-customer-facing aspects of customer support operations. While front-office operations involve direct interactions with customers, such as responding to inquiries, resolving issues, and providing assistance, back-office operations encompass the behind-the-scenes tasks necessary to support these front-facing activities.

Overall, back-office optimization in customer support aims to enhance operational efficiency, reduce costs, and improve the quality of service delivered to customers, ultimately leading to higher levels of customer satisfaction and loyalty.