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.
“We can now track and optimize end-to-end CX, ensuring we consistently deliver better outcomes for our clients and their customers.”
Life and Pensions Manager, Capita
Back-Office Agility is Pivotal for CX
New Aberdeen study shows improving operational efficiencies is now taking a back seat to Customer Experience. Learn more.
Customers
Verint partners with iconic brands to balance back-office costs while improving service and close the Engagement Capacity Gap
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.
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 Cloud for Back-Office Operations automations help optimize the performance of your greatest asset – your employees.
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:
- Understand how employees are spending their time compared to their schedules
- Quantify your true work volumes and handle times to increase employee efficiency and processing velocity
- 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, 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. Access to real-time employee activity data to replace management by walking around.
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%.
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 (formerly Work Manager) analyzes the effectiveness of employees. 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.
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.
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.
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.