Back-Office Operations: Balance Costs and Service

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

Verint Back-Office Workforce Management suite of solutions helps improve speed, accuracy and efficiency of customer supporting, back-office functions by capturing real-time data to create visibility and control across teams and optimize the work, processes AND the workforce – both human and digital.

Document - Whitepaper

Back-Office Agility is Pivotal for CX

New Aberdeen Research report shows improving operational efficiencies is now taking a back seat to customer experience in back-office operations.  Learn more.

  • Back Office of the Future is Here

    Watch this short video to learn how to gain real-time, back-office insights.

Customers

Verint partners with iconic brands to balance back-office costs while improving service and close the Engagement Capacity Gap

Explore Customer Success Stories

Back-Office Operations: Then and Now

The non-customer facing, operational areas of a company known as the back-office, has a direct impact on operational costs and customer experience.

Traditional back-offices mainly focused on cost containment.  Modern back-offices look to balance costs with customer experience.

Learn the differences between traditional and modern back-offices, including the roles, industries, challenges and benefits of each.

Read: Back-Office Operations - The Definitive Guide

Traditional Back-Office Systems Fall Short

There is a problem in back-office operations today. Back offices have invested in work and task automation tools for decades. These solutions focus solely on the work and processes. But processes don’t get the work done, people do.

Learn how Verint Workforce Management for Back Office solutions help optimize the performance of your greatest asset – your employees.

5 Ways Your BPM System is Failing Your Back Office

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 back-office workforce management automation:

  1. Understand how employees are spending their time compared to their schedules
  2. Quantify your true work volumes and handle times to increase employee efficiency and processing velocity
  3. Align work, resources, and schedules to maximize utilization and processing speed.

Capture Real-Time Employee Activity Data

Back-office employees work on multiple work types, different systems, teams and locations – including remote. 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.  Access to real-time employee activity data replaces management by walking around.

Read the Executive Perspective: 3 Ways to Enable Virtual Walk-Around Management

Identify Hidden Capacity

Verint Operations Visualizer captures real-time employee activity directly from the desktop. This data is converted into production-time metrics.

Managers can quickly see where there are opportunities improve focus and to capture “hidden” capacity. Employees also see how they are performing against these goals in role-specific scorecards, allowing them to self-correct behaviors.

Learn how a digital financial services company increased capacity and improved employee productivity by 13%.

Read the Case Study

Improve Employee Efficiency and Effectiveness

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

Verint Operations Productivity  analyzes employee effectiveness. It calculates how much work should be done based on work type, standard handle times, and scheduled time in production and compares employee performance against those goals.

Nationale Nederlanden was able to increase employee effectiveness from 75% to 105% with Operations Productivity.

Nationale-Nederlanden Meets Customer Demand with the Highest Degree of Service
Woman in office using tablet

Create Accurate, Comprehensive Capacity Plans

Operations Productivity captures actual handle times for all work types so you can create accurate demand forecasts and capacity plans.

The solution calculates the number of resources, with which skills, you will need to process the work within your service goals. These resource plans help you increase capacity and maximize utilization across teams.

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

NHS Business Services Authority Pensions Success Story

Optimize, Prioritize and Rebalance Work Distribution

Meet end-to-end service goals 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.

With Verint Operations Manager, back-office managers can keep work flowing, ensuring the highest priority work gets done on time at the right cost.

A Major Energy Company Becomes a Top-Ranked Utility the UK

Track SLA Achievement from Beginning to End

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

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

5 Amazing Examples of Improved SLAs/Turnaround Times​

Back-Office Workforce Engagement Solutions

  • Operations Visualizer Enable “virtual” walk-around management in a remote world.
  • Operations Productivity Create a single source of operational truth to empower managers and improve performance.
  • Operations Manager Ensure end-to-end service and quality goals are met.
  • Performance Management Capture and aggregate data across multiple systems while providing a unified framework for efficiently tracking, managing, and improving both individual and organizational performance.
  • Desktop and Process Analytics Optimize processes to improve employee productivity and capacity and help ensure compliance.