Work Manager
Uncover business intelligence for back-office operations to gain deep insights, increase capacity, and meet service goals.
How do I know who is doing what, when and how across my operations?
Customer-support and back-office operations are plagued with operational silos, legacy systems that don’t integrate with other systems and complex, multi-touch processes. Organisations need a simple, intuitive view of all work being processed, no matter of system, department, individual or work type.
Verint Work Manager is a business intelligence solution that provides operational transparency and gives managers, team leads and individuals the insights they need to improve their performance and achievement of production goals. The data enables organisations to be more agile in moving resources to meet customer demand and service goals and improve employee productivity.
How do I increase employee utilization and capacity?
Work Manager captures and prioritises work, regardless of sources system, and presents the next best work item to the employee with the right skills and capacity to execute the task. Automating work allocation across back-office operations helps organisations create efficiencies by improving employee utilisation and productivity while reducing:
- Manual efforts by managers to distribute work
- Employee downtime/idle time
- The need for overtime
How do I ensure my end-to-end service goals are being met?
In complex processing environments, where work is passed off between individuals and departments, organisations struggle to track work items against their service goals. It is not uncommon for
- High priority work to get lost
- Deadlines to be routinely missed
- Customers to be frustrated due to poor turnaround times.
Verint Work Manager tracks work against individual process step and end-to-end service goals, sending managers automated alerts should a work item be at risk of missing its deadline. Managers can now proactively balance and reassign the work to ensure that service goals are met.
How do I get started improving my back-office operations?
Verint Work Manager is available with three QuickStart cloud services offerings: operational efficiency, optimise service delivery and deliver customer excellence. The phased approach of the offerings makes it easy to deliver capability and generate productivity improvements, creating value within a matter of weeks. The standardised design and data integration quickly achieve digital transformation.
Work Manager Cloud QuickStarts offer:
- A standardised operational management process and model design
- Predefined categories for data fields to help make it easy for managers to interpret the data and identify opportunities to drive operational efficiency.
- Predefined configuration to keep the model design focused creating value without complexity.
- A train the trainer model to create customer self-sufficiency
Verint will share best practices culled from working with hundreds of organisations and the expertise of actual back-office operations managers with a combined 30+ years of experience). Contact us to learn more about the Work Manager QuickStarts.
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