The topic for the event is “Driving Customer Excellence through Back Office improvements using analytics for insight and appropriate metrics (KPIs) to install the right behaviours for the customer and the business to achieve best practice.”

Sign up and book your free place today.

The aim of the webinar is to discuss the characteristics of true customer excellence, as there are often a number of questions we need to answer:

• Do we really understand what the customer is in contact with us for?
• Are all our people aligned to deliver this?
• Are we in a position to measure if we are delivering against this goal?
• Is this goal actually aligned to our operational strategy?

These questions are often very difficult to answer, and on this webinar we will look at methods and ideas on how we extract real intelligence from our operations and how we align our operational goals and metrics towards serving our customers against their needs.

As Elizabeth Gooch, CEO at eg solutions plc referred to in The Market Awakens, ‘Unlike call centres, where their one main input channel, the telephone, Back Office work can come in many shapes and forms via many channels. As a result transactional processing is more complicated and difficult to manage than the call centre will ever be. However, transactional processing has the scale and scope to deliver great operational efficiencies so investing time and money to performance manage these back office areas should reap significant financial rewards – businesses need to reduce cost’

Equally, we will discuss the metrics you use to manage your operations, processes and people against. Are they really the correct measures to deliver against the customers’ expectations? Or are they simply numbers we can easily get right now?

The session will be chaired by the Professional Planning Forum’s Back Office specialist Colin Whelan, with a panel of industry experts including Elizabeth Gooch, CEO at eg solutions plc and Tim Becker, Head of Client Engagement and others to be announced in the coming weeks.

As part of the webinar you are encouraged to get actively involved in questioning the panel on topics raised throughout. View a case study on the eg principles behind Back Office Optimization and Operations Management best practice and prepare some questions in advance.

Sign up and book your free place today.

For more details email ask@eguk.co.uk

Following a recent eg executive dinner delegates were asked to complete a short questionnaire which highlighted the main focus to be around reducing operational and IT costs without compromising a high level of customer service.

At eg we advocate a balanced set of measures to drive overall performance improvement, spanning the key performance areas of;

Service Levels achieved, Quality scores, Skill based Capability levels achieved, Throughput levels of work, Productivity based performance indicators.

With the numerous KPI’s available within the eg operational intelligence® software suite supporting these key performance areas, we are often asked which are the most important ones to focus on to drive improvements in your current Workforce Optimisation levels?

As a business which specific eg KPI’s are you focussing on in 2012?

Do you combine or link KPI’s from one key performance area to another, for example your Service % and your Efficiency %?

What KPI’s do you use in addition to those available within the eg software suite?

Let us know by sharing your thoughts on this post by adding your comment to our blog.

We look forward to sharing the feedback we gain and our thoughts on this topic on the 13^th March at Anfield for the first of eg’s Focus Group for 2012.

Request a copy of your free white paper on Optimising Back Office Performance. eg is a back office optimisation software company specialising in two core solutions, for more information contact us via email or telephone 01785 715772.

Each year eg solutions plc, the back office optimisation software company and other supporters of Doornkop host a Christmas party for the children and this year the children went to Dude hall in Soweto – organised and supported by the eg South African team who raised the funds through a sponsored fun walk.

The children put on an amazing mini concert for the guests with all the different classes taking part in an activity. Lunch for the day was prepared by Digipos with the support of Samantha Phelps who sponsored the party packs and cup cakes, she was introduced to DNCC by eg’s Kay Moodley.

The day ended once all the children had received a Christmas present, kindly donated from the toy run organisation.

The money raised for this year’s Christmas Party totalled R8,775 and was raised partly by a run for fun as well as other donations from clients and members of staff at eg solutions.

We would like to thank everyone who has donated to the Charity to make this event possible as well as our own eg team who attended the event, they included Tony Cohn, Kay Moodley and Nols Mbele.

The Doornkop Needy Children Centre provides shelter, clothing, education and love to orphans and destitute children from the age of 0–5 years.  Currently around 160 children are in their care.

Find out more about the Doornkop Needy Children’s Centre and how you can get involved, and email ask@eguk.co.uk.

Now in its ninth year, the eg operational excellence® awards, held recently at The Forest of Arden Hotel & Country Club, Meriden, Warwickshire recognises the achievements of eg’s clients both in the UK and overseas.

The awards showcase companies and teams which are transforming the experience of customers and employees and demonstrate how real-time work management, forecasting, strategic planning and operational excellence can make a positive difference to a company’s performance.

eg’s own export journey started in 2006 with the help of UK Trade & Investment through participation in the Passport to Export programme and the commissioning of several Overseas Market Introduction Services (OMIS). Since then, the company has set up a South African subsidiary and secured new clients in Norway.

eg now has its sights set on expanding into Asia and America. The number of international clients in attendance at the awards ceremony is testament to the success of eg’s international expansion strategy.

eg’s Founder and CEO, Elizabeth Gooch, said “Our awards recognise outstanding contributions made by individuals towards best practice use of the eg principles of operational management®

and the eg software suite.  Set against a backdrop of economic gloom our award entrants have once again shown what can be achieved, year after year”.

Rob Lawley UK Trade & Investment International Trade adviser said “The company has always been excellent to work with and I’m delighted they are doing so well. The awards is a fitting tribute to eg’s companies and highlights just how effective eg’s software can be. I look forward to helping them develop their overseas business in more countries.”

International winners were follows:

• Best Practice Manager (International) – Tracey Basson, Silica (pictured above)
• Best Newcomer Team Manager (International) – Nomsa Mthimunye, Metropolitan Health
• Best Practice Team Manager (International) – Seviours Nkomo, Silica
• Company & Team Awards Forecasting & Strategic Planning – KS/Oppgjør/Konsern/Uføre, DNB Livsforsikring

The Future of Nordic Retail Banking will explore case studies from various banks in the region and examine all aspects of the retail banking market. The evolving regulatory environment, shifting economic landscape and changing consumer behaviour require banks to adapt, innovate and make use of advancing technology. This event will address these challenges; from cross channel co-ordination and operational issues to customer loyalty strategies including the innovative use of social media.

Delegates will:

• Hear from senior representatives at leading Nordic Banks, including SEB, Swedbank and DnB NOR, on such issues as innovation, customer loyalty and opportunities for growth.

• Discuss different strategies for engaging customers across a range of distribution channels, including an insight into Íslandsbanki’s success with the new service of Personal Finance Management (PFM).

• Learn about successful social media strategies from other banks and different industries
• Gain insight on how successful operational models can lead to both increased efficiency and improved customer service.

Speakers include:

• Trond Tostrup, Chief Executive Officer, Sparebanken Øst
• Carl-Viggo Östlund, Chief Executive Officer, NordNet
• Lars Friberg, Head of Private Banking Retail, Swedbank Group
• Höskuldur Ólafsson, Chief Executive Officer, Arion Bank
• Pasi Kämäri, Chief Executive Officer, Savings Banks Association

eg will be attending the event and Andrew Baker, eg‘s Senior Client Relationship Manager, commented “We look forward to this important event to share insights on how our back office optimisation solutions can support future developments in this sector”.

To improve and streamline the back office has always been one of the issues with which banks and financial institutions have been continually struggling. At present the field of banking and financial services has never been more challenging.  By improving operations and coordinating the front and back office banks could cut costs and improve efficiency by a considerable amount.

The event will focus on the transformation of back office optimization in the biggest banks across Europe. Senior level decision makers from these companies will share their own experiences and case studies. Delegates can hear about unique topics presented by experienced professionals from the biggest European banks.

eg will be presenting their thinking on how to ensure you have the best solutions to optimise the back office.

More specifically, Tim Becker, Client Solutions Manager at eg solutions, will define the requirements of back office workforce optimisation – what you need to have in place to deliver success and provide an understanding of the range of back office challenges.

Further topics to be covered include:

• how to implement effective planning and forecasting disciplines in the back office
• how to achieve real time management of back office supply & demand
• how to deliver comprehensive reporting & analytics that meet different business demands.

The session will also enable attendees to learn from extensive experience and case studies of delivering guaranteed improvements in people; process and customer service performance.

For details of discounted delegates places email ask@eguk.co.uk for more information.

The formal announcement took place last night in London at a product showcase of the whole eg operational intelligence® software suite. The event included an overview of the ‘Emerging Back Office Market’ from Donna Fluss, founder and President of DMG Consulting LLC, the leading analyst specialising in customer-focused business strategy, operations and technology services for Global 2000 and emerging companies.

Ms. Fluss is a recognised thought leader in the Workforce Optimization Market and, during the evening presented research conducted by DMG Consulting which confirmed that the Back Office Optimisation market is expected to be 3-7 times greater than the Contact Centre Workforce Optimisation Market.

eg’s software gives users access to historic, real-time and predictive Management Information covering all aspects of operational performance. It also provides capacity planning, forecasting and modelling capabilities which enable organisations to deliver significant operational improvements in both day-to-day decision-making and long-term forecasting.

The new version of eg work manager® v6.0, is a ‘thin client’ web browser version built using the latest Microsoft Silverlight and Windows Communication Foundation technologies. It has been designed to enable customers to deploy and extend the use of the eg operational intelligence® suite more easily and at lower total cost, whether deployments are ‘on premise’ or ‘in the cloud’.

eg’s software suite also incorporates Nuqleus 3D following the acquisition of XTAQ Limited in March 2010. The combined eg software suite now includes all of the core modules identified by DMG as essential for back office optimisation including:

- Desktop data capture

- Real-time work management

- E-learning and coaching.

Commenting on eg’s position in the emerging Back Office Optimisation Market, Chief Executive Officer, Elizabeth Gooch, said:

“Our software has been purpose built as a back office solution that includes planning, intra-day and intra-process work allocation, tracking and management as well as real-time management information and dashboards. It is clear that the back office market is emerging strongly and, with customers wanting a single supplier for this type of solution, eg is well positioned to capitalise on this major opportunity.”

The new product release will support customers implementing eg’s software for the first time as well as those currently using existing versions of the software suite.

- ENDS -

CONTACTS

About eg solutions plc

eg solutions plc is a global operations management software company. Our software provides historic, real-time and predictive Operational MI. When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.

The Company, which is listed on the Alternative Investment Market (’AIM’) of the London Stock Exchange, is committed to customer satisfaction and the ongoing development of its operations management solutions.

Would you like to hear how to demonstrate a return on investment in customer service?

Customer service is now a key strategic driver for senior executives across all sectors of the UK economy as they recognise that customers have a direct impact on customer retention, reputation and bottom line performance.  This prompted the Institute of Customer Service to conduct its most comprehensive piece of research to date – return on investment in customer service the bottom line report – with Ashridge Business School.  This event will present the key findings from the research and some ideas on how to implement them.

This unique round table event will bring together real experiences and expert input to learn more about how to deliver and sustain tangible improvements.  Join us at the event which will take place at eg’s offices in Staffordshire.

To book your places contact eg on +44 (0) 1785 715772, or email ask@eguk.co.uk

Please note places are limited and will be allocated on first come, first served basis.

For more information just send us an email.   If you would like regular updates on our news and knowledge sign up to our newsletter.

Read what our clients say about eg.

Follow us on twitter @ http://twitter.com/egsolutions

Find us on Linked http://www.linkedin.com/companies/eg-solutions-plc

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With over 500 delegates expected, Customer Contact Planning 2011 is the must attend event for heads of operations, resourcing specialists, customer service managers, HR Teams, analysts, people managers, project and change managers, contact centre IT or telecoms, MI and planning teams.

Each day offers specialist forums – providing a unique industry gathering of best practice in areas as diverse as Quality and Performance Management, Back Office Optimisation, Customer Planning and Strategy, Workforce Management, Planning for People, MI and Analytics.

eg is sponsoring the National Back Office Forum which runs alongside the main event and attendees will gain insight into planning for high performance teams in your customer operations.

eg’s Elizabeth Gooch and Tim Becker will be facilitating some of the Back Office forum on how to optimise your back office operations.  Here’s what Tim Becker had to say about the event:

“Once again I am looking forward to this year’s annual conference and meeting up with back office managers and the planning community to discuss common issues.

What I am most looking forward to is conducting some research and stimulating conversations with the delegates on their take on ‘what is the back office’ and how delegates are getting the most out of available resources.  How are companies handling data and how do they know what to analyse to gain a true understanding of current performance and uncover those areas where there are opportunities to improve?  I’m keen to discuss how data is captured in relation to the customer journey as opposed to a one off action which is something I hear a great deal about”.

You can read more information about the Contact Centre Planning Forum or the National Back Office Forum, or our clients Back Office Optimization success stories.

Alternatively, email ask@eguk.co.uk for more information.

These are all topics that will be covered at Credit Today’s networking event for the collections and debt purchase sectors on Thursday 18 November 2010 at The Nottingham Belfry.

Over 250 senior level professionals from all the major debt purchase and debt collection agencies were in attendance last year and are expected to return this year to hear about the key issues during the dual-track programme.

eg will be on hand in the exhibition area to share case studies with you, offer demonstrations on how their operational intelligence suite can improve performance – guaranteed, or you can sign up for our free site survey.

Debt Management Case Study Summary…

eg helped The Co-operative Financial Services, Debt Recovery Department, improve their operational capability.  They were then able to increase the volume of work with existing staff to clear backlogs, improve customer service and quality and cut costs, delivering a cost benefit of 29% to the department.  Read the full case study.

Secure your place at this forward thinking event for just £399 by calling Credit Today on 0844 477 4740 or email events@credittoday.co.uk.

Alternatively you can download the full programme and booking form here.

Intelligent Operations Management