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 areas are plagued with operational siloes, legacy systems that don’t integrate, and complex, multi-touch processes. Organizations need a simple and intuitive dashboard that provides a single 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 organizations to be more agile in moving resources to meet customer demand and service goals.
How do I increase employee utilization and capacity?
Work Manager captures and prioritizes 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 helps organizations create efficiencies by improving employee utilization 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, organizations 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 service goals are met.