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Back Office Workforce Engagement
Are you being asked to do more with less – again? Is your team always in crisis mode? Are you missing your customer service turnaround goals?
Operational effectiveness in the back office requires integration, modernization, and automation. Verint can help by providing a standardized framework for your people, processes, and technology, so you can balance costs and service and:
Most back office operations are made up of many departments and teams, each with its own tools and way of working. That’s why Verint Back Office Workforce Engagement provides a standardized framework for operational reporting, along with best practices on using real-time data to gain visibility into what’s going on, improve performance, and balance costs and service more effectively.
Learn more – Read the ebook: “Optimized Back Office Management Processes: Practical Steps You Can Take to Transform Your Back Office Operations”
Most back offices lack automated, real-time performance reporting and can’t automatically capture and track different types of work against service goals, regardless of processing system. Without automation, back office managers struggle to balance workloads and cost-effectively meet service goals. Verint Work Manager was specifically designed to help back offices achieve this goal.
Many of the process steps in the back office are tedious, redundant tasks that could easily be automated with robotic process automation. Automating these tasks can decreases errors and free employees up for more challenging, rewarding work.
Back office employees are often frustrated by a lack of timely feedback. Because managers don’t have real-time information, they can’t provide staff with feedback in the moment.
Verint Operations Visualizer can help increase employee productivity by giving staff and managers real-time visibility into performance against goals, Verint Performance Management can automatically assign elearning or a coaching session if key performance indicators drop below pre-set thresholds. Having a single source of performance data helps employees feel that they are being evaluated fairly—and can increase employee engagement.
"Verint Workforce Optimization has helped us create a holistic management and reporting structure across our entire customer service operations-both contact centers and back office-to drive operational efficiencies and improve the customer experience."
"Verint Work Manager has not only had a positive impact on efficiency, but has given my team managers a far more holistic view of how we are achieving at any given time. This helps us work together better as a team despite being across three sites."
"Workforce optimization is not about the software or the vendor. It's about bringing people and processes together. Verint Workforce Optimization enables us to knock down barriers across lines of business and drive best practices across the enterprise."
"Productivity and effectiveness is the holy grail of back office operations. Verint solutions have given us the visibility and actionable intelligence we need to increase productivity and response time on student applications and inquiries."
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Verint Systems Inc.
175 Broadhollow Rd, Ste 100
Melville, NY 11747
+1 (800) 483-7468
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