Back-Office Operations: Balance Costs and Service

Modern back-offices are able to reduce costs while improving CX. Learn what better looks like.

Sample benefits of Verint Back-Office Workforce Management solutions

NEW! Verint Work Allocation Bot

The Verint Work Allocation Bot automates the prioritization and allocation of work for back-office operations, especially those that execute complex, multi-touch, multi-step processes. The bot ensures the right work is assigned to the right employee at the right time to meet your task and process service goals without any manual intervention.

How to transform your back-office into CX heroes

Speed and accuracy in your back-office can have a tremendous impact on customer engagement.

Watch this Engage 2023 on-demand session to learn how to empower your managers and employees w/real-time data to improve speed, accuracy, and reduce costs to serve.

Bring the former unsung heroes of CX out of the shadows and into the limelight!

Watch the on-demand session
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Back-Office Workforce Engagement Solutions

  • Operations Visualizer

    Gain visibility and control of your day to day operations and improve employee productivity.
  • Operations Productivity

    Increase employee effectiveness with a real-time dashboard to manage employee time, work volumes, and SLA achievement.
  • Operations Manager

    Ensure the right work is sent to the right people, at the right time to meet your service, quality and compliance goals.
  • Performance Management

    Give employees and managers visibility into performance to drive better service and greater job satisfaction.
  • Workforce Management

    Forecast and schedule your team to help achieve service goals, maximize capacity, and reduce costs.
  • Desktop and Process Analytics

    Optimize productivity and capacity, improve processes and help ensure compliance.

Task and process automation is not enough

For decades organizations have invested in workflow and claims processing automation – and more recently robotic process automation (RPA) – to streamline processes and automate tasks. But the benefits of task automation have plateaued.

To continue to improve efficiencies as well as customer and employee experience, back offices are investing in human-centric automation like workforce management to help improve employee productivity, effectiveness, speed and accuracy.

Extending Back-Office Operations Automation Beyond RPA

Next step in your back-office automation journey

Once you’ve automated back-office tasks with BPM and RPA, what’s next?  Automating the work and the workforce.

We recommend a phased approach to empower your front-line managers and employees with real-time insights to help you meet your cost, service and quality goals.

  1. Visibility: Understand how employees are spending their time compared to their schedules
  2. Productivity: Quantify true work true work volumes and handle times to identify coaching opportunities and increase employee efficiency and processing velocity
  3. Optimization: Align work, resources, and schedules to maximize utilization and processing speed.
Are Your Frontline Managers Inspiring Employee Loyalty?

Back-office automation journey

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Verint Operations Visualizer

Back-office employees work on multiple work types, across different systems, teams and locations – including remote. So how do you know who’s doing what, when, and if it’s the right activity for that time?

You need a new way of working. Verint Operations Visualizer can capture how employees are spending their time. Real-time employee activity data uncovers opportunities to refocus employees on production or customer-service related activities. Giving employees visibility into this data typically results in a 10% improvement in productivity (% of paid hours spent handling customer enquiries), as employees self-correct how they spend their time.

Real-time employee activity data is replacing traditional management by walking around.

Learn Three Ways to Enable Virtual, Walk-Around Management in Back-Office Operations

Verint Operations Productivity

Increasing time in production creates value. But how effective are your employees while they are in production?

Effectiveness is the amount of work that one expects to be able to do in the time available. It can be quite difficult to measure effectiveness as you need to know not only how much time was worked, but also the amount of work that should have been done based on work type, standard handle times, and scheduled time in production.

Verint Operations Productivity can not only analyze and measure the effectiveness of employees, but can compare employee performance against goals.  This gives the employee and manager transparency into activity vs. goals.  It empowers the employee to self correct and own their performance.

Hear how Nationale Nederlanden increased employee effectiveness from 75% to 105%.

Verint Operations Productivity

Verint Operations Productivity captures actual handle times for all work types so you can create accurate demand forecasts and capacity plans. These resource plans help you increase capacity and maximize utilization across teams.

The solution calculates the number of resources, with which skills, you will need to process the work within your service goals. For true accuracy, Verint Operations Productivity also captures time spent on activities outside of customer support and production work, such as project, meetings, training, enrichment activities, as well as the need to have coverage for lunches, breaks, absences, and vacation.

Additionally, the solution factors in employee proficiency, as people are not robots. Their skills vary and disruptions happen, so a utilization and proficiency factor creates a more accurate, and fair capacity plan.

Learn how the National Health Services identified 29% capacity, allowing them to speed turnaround times and reduce backlogs.

Read the NHS success story.

Verint Operations Manager

Meet end-to-end service level agreements (SLAs) by rebalancing and reprioritizing workloads intraday. Real-time data on employee activity, work volumes and status arm back-office managers with the insights needed to address peaks and valleys, identify process bottlenecks and respond to unforeseen events.

Unfortunately, organizations face multiple challenges when trying to dynamically prioritize and allocate work to meet SLAs, including the:

  • Difficulty in tracking service requests and work items end-to-end, from the point of origin through execution.
  • Variability of SLAs, with work items needing to be turnaround in just hours, or days or even weeks.
  • Complexity of work items which can cross three to five functional areas, e.g., contact center, order fulfillment, shipping, billing, etc.
  • Need to have multiple people with different skills or knowledge handle the same work item.
  • Times when work gets “lost” in handoffs, or left in someone’s work queue while on vacation, or placed into a forgotten “pending” state.

With Verint Operations Manager, back-office managers have insight into work across teams and functions and can keep work flowing, ensuring the highest priority work gets done on time at the right cost.

For example, Wesleyan, a specialist insurance and financial services provider, was able to introduce a “six-hour underwriting decision” for its income protection customers, a process that originally took two days to complete.

Read the Wesleyan Success Story

Verint Operations Manager

Reduce the amount of rework, missed service goals, and the added cost of customer complaints with automated work allocation, reprioritization and quality workflows.

Verint Operations Manager can help ensure compliance to SLAs, processing standards, quality and regulatory standards with simplified quality sampling and spot-checking of in- process work.

Check out 5 Amazing Back-Office Examples of Improved SLAs/Turnaround Times

Verint Operations Visualizer

Back-office employees work on multiple work types, across different systems, teams and locations – including remote. So how do you know who’s doing what, when, and if it’s the right activity for that time?

You need a new way of working. Verint Operations Visualizer can capture how employees are spending their time. Real-time employee activity data uncovers opportunities to refocus employees on production or customer-service related activities. Giving employees visibility into this data typically results in a 10% improvement in productivity (% of paid hours spent handling customer enquiries), as employees self-correct how they spend their time.

Real-time employee activity data is replacing traditional management by walking around.

Learn Three Ways to Enable Virtual, Walk-Around Management in Back-Office Operations

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All Workforce Management Solutions are not the same

Workforce Management has been deployed in contact centers for decades.  Many organizations have attempted to extend WFM into other areas, only to struggle with different business requirements, immature processes, and a lack of understanding of its value and benefits.

At Verint we have been helping industry leaders build a robust WFM program in their back-office operations for over 10 years.  Here are several resources to help you understand the differences and steps to take to achieve the efficiency and customer and employee engagement benefits of back-office WFM.

Extending WFM into the back-office

Back-Office Workforce Management resources