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- Finnish Tax Administration Case Study
Applying frontline tech to the back office to solve an age-old resource management problem and achieve a superior CX, efficient operations, and engaging work environment.
“Almost every organization employs back-office people—non-phone workers—who research and handle the deeper-level cases resulting from daily customer service activities. It’s an incredibly difficult element to operationalize because there are so many more different types of workers and activities than frontline operations. But Calabrio WFM works just great for this!”
Anniina Laisti
Service Owner
Result
By using Calabrio WFM to properly prioritize and more quickly respond to taxpayer inquiries, The Finnish Tax Admin is delivering a better, superior customer experience (CX) than before.
Back-office workers now are more productive and feel more empowered because their back-office backlog is 10-20% smaller than it was before, they can easily handle daily volume changes (as well as the inevitable fluctuations caused by busy tax seasons), and every one knows exactly which work takes priority at any given time.